Customer Support Representative II

Thenielsencompany; México; On-site; MXN 180,000 - 240,000; Full time

Job summary

Nielsen is seeking a Customer Support Representative to serve as the primary contact for clients, ensuring operational excellence through high-quality problem resolution across our proprietary applications, software, hardware, and communications needs.

This individual contributor role emphasizes technical proficiency, clear communication, and consistent service delivery, with duties spanning direct client support, knowledge sharing, and collaboration with internal teams.

Qualifications

• Experience handling client inquiries via Helpline or similar channels.
• Ability to document issues and solutions for internal resources.
• Strong problem-solving and escalation management skills.

Responsibilities

• Respond to client inquiries via Helpline and resolve issues professionally.
• Manage ticket volume and adhere to staffing schedules to ensure responsiveness.
• Escalate complex issues to senior technical teams when needed.

Skills

Technical proficiency

Effective communication

Customer focus

Job description

The Customer Support Representative serves as a vital point of contact for our clients, ensuring day-to-day operational excellence through high-quality problem resolution. In this role, you will directly support clients contacting Nielsen Customer Support, ensuring a seamless experience across our proprietary applications-including software, hardware, and communication needs.

This is an individual contributor role focused on technical proficiency, effective communication, and consistent service delivery.

Key Responsibilities

1. Operational Support & Quality
   • Direct Assistance: Respond to and resolve client inquiries via the Helpline, ensuring a professional and helpful experience.
   • Workflow Participation: Manage personal ticket volume and adhere to staffing schedules to maintain team responsiveness.
   • SLA Compliance: Consistently meet Service Level Agreements (SLAs) by following established quality and procedural guidelines.
2. Technical Development & Knowledge Sharing
   • Continuous Learning: Participate in training sessions to master new concepts and maintain up-to-date knowledge of Nielsen proprietary applications.
   • Documentation: Contribute to team knowledge by documenting common issues and solutions to help improve internal resources.
   • Process Application: Apply training and feedback immediately to ensure accuracy in client interactions.
3. Client & Internal Liaison
   • Clear Communication: Effectively articulate technical solutions to clients and internal stakeholders.
   • Escalation Management: Identify complex issues that require advanced intervention and route them correctly to senior technical teams.
   • Relationship Building: Maintain a positive, professional rapport with clients and colleagues across the business and technology segments.
4. Performance Feedback
   • Issue Identification: Proactively report recurring software or hardware gaps to management to help improve the overall client experience.
   • Data Integrity: Ensure all client interactions and technical steps are accurately recorded in the support system.

Nielsen is committed to maintaining a work environment free from any form of discrimination and harassment. Nielsen prohibits conduct that has the purpose or effect of interfering with terms or conditions of employment, or that creates an intimidating, hostile, or offensive work environment based on: race, skin color/national or ethnic origin/ancestry, religion/creed, physical or mental disability/medical condition/genetic information, pregnancy, marital status, sex/gender, gender identity/gender expression/sexual orientation, age, or any other characteristic protected by applicable law.

At Nielsen, we promote equal opportunities for all individuals and value a diverse and inclusive workplace.