Senior Field Technician I [Customer Support Tech]

The Nielsen Company; Pasig; On-site; PHP 25,000 - 40,000; Full time

Job summary

The Nielsen Company is seeking a Senior Field Technician I to join their team in Pasig, Metro Manila. The role involves installing and maintaining Nielsen panel homes, remotely troubleshooting equipment, and ensuring excellent customer service. This hybrid position requires working three days in the office and remote setup on other days.

Ideal candidates should have a relevant degree or equivalent experience and at least 1-2 years in technical support. The work schedule involves night shifts aligned with US geography.

Qualifications

• 1 to 2 years of relevant experience required.
• Ability to conduct extended calls with panelists.
• Maintain high productivity while handling calls.

Responsibilities

• Installs and maintains metering platforms remotely.
• Diagnoses and troubleshoots data/equipment issues.
• Communicates effectively with panelists across various channels.

Skills

Basic knowledge of computer networking

Education

Degree / finished 4-year course or equivalent experience

Job description

Senior Field Technician I [Customer Support Tech]

• Full-time

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

The Nielsen Technical Specialist installs and maintains Nielsen panel homes, operating in a remote environment. Technical Specialists will build rapport with Nielsen families while coaching all family members on how to use our equipment and ensuring ongoing family participation and customer service.

Job Responsibilities

• Installs and maintains all current and future metering platforms working remotely with panelists from a home office environment.
• Investigates and resolves Nielsen proprietary system-generated household performance issues.
• Remotely diagnoses and troubleshoots data/equipment, taking necessary corrective action to collect and retrieve accurate audience data.
• Communicates effectively with panelists through various channels including phone, email, text, video, and chat.
• Educates and coaches Panel members on operation, security procedures, and expected participation responsibilities to protect the integrity of the Nielsen sample and usage of Nielsen equipment to ensure optimum performance results.
• Uses persuasion skills to maintain the cooperation of Panel members.
• Demonstrates ability to shift focus quickly between assignments and proactivity in finding work during downtime.

Additional Skills Needed

• Basic knowledge of computer networking (routers, modems, WiFi bands etc)

Additional Requirements

• Productivity & Call Management: Maintain high productivity by efficiently handling both outbound and inbound calls.
• Physical Demands: Ability to sit comfortably for prolonged periods.
• Remote Setup: Must have proper internet connectivity when working from home (80 Mbps upload, 10 Mbps download)
• Work Arrangement: Hybrid role requiring three set days in the office weekly.
• Training: Mandatory 4 weeks.
• Workspace: Maintain a quiet and distraction-free workspace while working remotely.
• Interview/Call Conduct: Ability to conduct extended/lengthy calls. You will be on back to back calls or tasks your entire shift.
• Commute: Ensure the office location and commute distance is clear.
• Note: This role requires supporting US Geography and working schedule will be from 11 pm PH time to 9 am PH time, two shifts and rotational working as per business requirement.

Education Requirements

• Education: Degree / finished 4-year course or equivalent experience with a technology based role.
• Experience: 1 to 2 years of relevant experience.