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Customer Support Representative II
thenielsencompany
Mumbai, IND
Full-time
Onsite
Discovered 2 weeks ago
Customer supportEnglishZendeskCRM systemsTicketing systemsSLA management
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Customer supportEnglishZendesk
Role Overview
Provide day-to-day customer support for Gracenote clients, working with internal technical teams and external engineering and business departments.
Troubleshoot and resolve reported product issues while meeting service level agreement timeframes.
Key Skills for This Role
Customer supportEnglishZendeskCRM systemsTicketing systemsSLA management
Full Job Posting
Role overview
Provide day-to-day customer support for Gracenote clients, working with internal technical teams and external engineering and business departments.
Troubleshoot and resolve reported product issues while meeting service level agreement timeframes.
Core responsibilities
- Provide first-level support through the Gracenote CRM and ticketing system.
- Coordinate standard change requests and discrepancy resolution within SLA guidelines.
- Evaluate, prioritize, troubleshoot, and escalate product-related issues.
- Coordinate with internal departments to resolve customer requests.
- Provide customers with clear status and resolution information.
- Document customer activity in Zendesk and maintain accurate customer records.
- Manage product entitlements, access, delivery profiles, API keys, and FTP server logins.
- Issue billing adjustments for applicable change requests and disable access for cancellations.
- Provide rotational 24/7 on-call support for urgent customer issues.
Qualifications
- An associate or bachelor's degree in a technical discipline, or 1–3 years of customer-facing experience, is required.
- Strong customer service skills, emotional intelligence, and verbal and written communication skills are required.
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