Customer Support Representative II

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 accuratel