Customer Care Technical Support Specialist

Nielsen Holdings Plc; Town of Queensbury (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Nielsen offers a challenging Customer Care Technical Support Specialist role within Gracenote, delivering day-to-day client support and troubleshooting to ensure smooth product operations. You will work with cross-functional teams to resolve issues and maintain account configurations.

The role emphasizes accurate documentation, onboarding tasks, and timely billing adjustments, with a focus on clear communication and SLA adherence in a fast-paced environment.

Qualifications

• Associate's/Bachelor's degree in a technical discipline or 1-3 years customer-facing experience.
• Familiarity with ticketing/CRM systems (Jira, Zendesk, Salesforce), Google Suite, and basic knowledge of product licensing or API/FTP setups.
• Strong analytical troubleshooting, high emotional intelligence, and excellent written/verbal communication.

Responsibilities

• Provide Tier-1 support via Zendesk; troubleshoot product issues and coordinate with internal teams for high-priority escalations.
• Provision product access and manage delivery profiles (API keys, FTP logins); handle onboarding tasks and change requests.
• Document client interactions, maintain contact lists, and process billing adjustments for custom requests.
• Collaborate with Customer Success Managers on service quality and join client calls as needed.

Skills

Customer-facing

Communication

Analytical thinking

Emotional intelligence

Education

Associate's/Bachelor's degree in a technical discipline

1-3 years of customer-facing experience

Tools

Jira

Zendesk

Salesforce

Google Suite

API/FTP setups

Job description

Customer Care Technical Support Specialist

• 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.

Gracenote, a Nielsen company, provides music, video, and sports content along with technologies to the world’s hottest entertainment products and brands, which is also a global standard for music and video recognition which is supported by the largest source of entertainment data. Gracenote features descriptions of more than 200 million tracks, TV listings for 85+ countries, and statistics from 4,500 sports leagues and competitions.

We are seeking a dedicated Customer Support Specialist to deliver exceptional day-to-day support to new and existing clients. In this role, you will collaborate with cross-functional technical teams and client stakeholders to troubleshoot product issues, resolve tickets within SLA guidelines, and maintain account configurations.

Key Responsibilities:

• Customer Support & Escalations: Provide Tier-1 support via our CRM (Zendesk), troubleshoot product issues, and coordinate with internal technical and account management teams for high-priority escalations.


• Account & Onboarding Operations: Provision product access, manage delivery profiles (API keys, FTP logins), distribute pre-sales samples, process change requests, and handle cancellation offboarding.


• Documentation & Billing: Document all client interactions accurately, keep contact lists current, and process billing adjustments for custom requests.


• Cross-Functional Collaboration: Partner with Customer Success Managers on service quality issues and join client calls as needed.

• Experience: Associate's/Bachelor's degree in a technical discipline OR 1-3 years of customer-facing experience.


• Technical Skills: Familiarity with ticketing/CRM systems (Jira, Zendesk, Salesforce), Google Suite, and basic knowledge of product licensing or API/FTP setups.


• Core Competencies: Strong analytical troubleshooting, high emotional intelligence, excellent written/verbal communication, and the ability to work independently in a fast-paced environment.


• French and or Portuguese language skills are a plus.

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