Technical Support Specialist II — Client Solutions

Nielsen Holdings Plc; Ciudad de México; On-site; MXN 240,000 - 360,000; Full time

Job summary

Nielsen Holdings Plc in Mexico City is seeking a Customer Support Representative to serve as the primary contact for clients, resolving product issues across software, hardware, and communications needs.

You will work as an individual contributor, maintaining SLA adherence, documenting issues, and sharing knowledge with the team to improve the support experience for Nielsen proprietary applications.

Qualifications

• Operational Support & quality responsibilities including responding to inquiries via Helpline and adhering to staffing schedules.
• Technical development and knowledge sharing through training and documentation.
• Escalation management to senior technical teams when needed.
• Performance feedback through proactive issue reporting and data integrity.

Responsibilities

• Respond to and resolve client inquiries via the Helpline with professional service.
• Manage personal ticket volume and adhere to staffing schedules to maintain responsiveness.
• Meet SLAs by following quality and procedural guidelines.

Job description

Nielsen Holdings Plc in Mexico City is seeking a Customer Support Representative to serve as the primary contact for clients, resolving product issues across software, hardware, and communications needs.

You will work as an individual contributor, maintaining SLA adherence, documenting issues, and sharing knowledge with the team to improve the support experience for Nielsen proprietary applications.