About the job
The Customer Support Specialist I acts as the essential liaison for addressing inquiries from diverse B2B clients, including broadcasters, advertising agencies, and digital media representatives utilizing Nielsen's data. This position entails analyzing technical and data-centric inquiries that arrive via the ticketing system, providing direct solutions, or collaborating with our global product and technology teams to ensure accurate resolutions for our clients.
Role Summary
The Customer Support Specialist serves as the primary point of contact for resolving inquiries from various B2B clients, including broadcasters, advertising agencies, and digital media representatives, who utilize Nielsen's data. This role involves analyzing technical and data-related inquiries received through the ticketing system to provide direct solutions or collaborating with global product and technology teams to deliver accurate resolutions to clients.
Please note that we offer a flexible hybrid model. The number of in-office days can be coordinated with the team lead.
Job Responsibilities
- Customer Inquiry Response & Resolution (Tier 1 Support):
- Deliver first-level responses and troubleshoot service usage and data-related issues received via phone, email, and the ticketing system.
- Provide installation guides and usage instructions for Nielsen's media analysis software (Arianna, Spotwatch, etc.).
- Issue Management & Escalation:
- Identify complex technical problems or data discrepancies and escalate them to internal Product and Operations teams or the global technical support team while tracking progress.
- Customer Experience Improvement Activities:
- Analyze inquiry types to update FAQs and the User Manual (Knowledge Base).
- Conduct regular Voice of Customer (VOC) analysis and derive improvement ideas to enhance service satisfaction.
- Client Database Management:
- Manage client contract information and user permissions; create and manage service access accounts.
- Deliver daily audience rating reports weekly (early morning shift from 5:30-13:00, including weekends).
Position Overview
The Customer Support Specialist is responsible for resolving inquiries from various B2B customers who utilize Nielsen's data, including broadcasters, advertising agencies, and digital media representatives. This role requires analyzing technical and data-related inquiries through our ticketing system, providing direct solutions, or collaborating with global product and technology teams for accurate client resolutions.

