Customer Support Specialist Job in Mumbai at Nielsen

Nielsen is hiring for the role of Customer Support Specialist!

Responsibilities of the Candidate:

• Provide first-level customer support for assigned customers, primarily through the Gracenote CRM / ticketing system
• Responsible for setting deadlines and coordinating the completion of standard change requests and Discrepancy resolution for customer-submitted tickets, within SLA guidelines
• Coordinate with multiple internal departments to resolve customer-related issues or requests.
• Entitle customers to newly licensed products
• Provide customers with timely, clear, and concise status and information related to sales requests, change requests and Discrepancies including resolution, access, and other key details
• Evaluate incoming product-related issues and escalate to account manager when needed
• Adhere to and reinforce the practice of documenting all customer activity in the Gracenote CRM (currently Zendesk)
• Develop a strong understanding of the business to relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems.
• Provision access to standard samples to customers during the pre-sales process
• Maintain an accurate customer contact list, and customer delivery profiles, including API keys and FTP server logins
• Issue billing for all change requests requiring billing adjustments
• Disable product access and keep CRM records current for customer cancellations
• Provide on-call support – beeper coverage rotation required 24/7, twice per quarter
• Participate in customer calls as required
• Provide to the Account Manager any customer escalations related to service or quality

Requirements:

• Ability to work daytime hours for the regions of the customers to be supported
• Ability to participate in the after hours coverage to address urgent after business hours on call rotation (US weekend & evening hours) on a rotating basis required
• Ability to handle customer inquiries and complaints professionally
• Excellent English language verbal and written communication skills
• AND For select regions (Brazil-Portuguese) and Latam (Spanish)
• Strong customer service skills, emotional intelligence and excellent interpersonal and communication skills.
• Self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.
• Proficiency in using CRM systems (specifically Zendesk)
• Basic knowledge of product licensing and entitlements, a plus
• Familiarity with ticketing systems and SLA guidelines
• Ability to set and manage deadlines
• Analytical thinking to evaluate and troubleshoot issues
• Basic troubleshooting skills
• Ability to adapt to changing customer needs and priorities
• Strong documentation skills
• Ability to manage multiple tasks and priorities simultaneously
• Working knowledge of business software/applications - Google Suite, Microsoft Office Suite