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Customer Support Representative II
The Nielsen Company
Mumbai, IND
Full-time
Onsite
Discovered 3 weeks ago
Customer serviceEnglishZendeskCRM systemsTicketing systemsSLA management
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Customer serviceEnglishZendesk
Role Overview
The Customer Support Representative provides day-to-day assistance to new and established clients.
The role collaborates with internal technical teams and external engineering and business departments to resolve reported problems within SLA timeframes.
Key Skills for This Role
Customer serviceEnglishZendeskCRM systemsTicketing systemsSLA management
Full Job Posting
About Gracenote
Gracenote is a global entertainment data and technology company providing music, video, and sports metadata, automatic content recognition, and content discovery solutions.
Its products support search and recommendations for streaming platforms, broadcasters, and automakers.
Role Overview
The Customer Support Representative provides day-to-day assistance to new and established clients.
The role collaborates with internal technical teams and external engineering and business departments to resolve reported problems within SLA timeframes.
Responsibilities
- Provide first-level support, troubleshoot and prioritize product issues, and coordinate escalations and resolutions within SLA guidelines.
- Manage change requests, discrepancies, customer access, product entitlements, pre-sales samples, billing adjustments, and cancellation access changes.
- Maintain CRM records, customer contacts, delivery profiles, API keys, and FTP server logins.
- Communicate clear status updates, participate in customer calls, and relate issues to business impact.
- Provide rotational 24/7 on-call support and notify management of service or quality escalations.
Requirements
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