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Customer Support Representative II
The Nielsen Company
Mumbai, IND
Full-time
Onsite
Discovered 3 weeks ago
Customer supportTechnical troubleshootingZendeskCRM systemsTicketing systemsSLA management
Free
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Customer supportTechnical troubleshootingZendesk
Role Overview
Provide day-to-day customer support for Gracenote, a provider of entertainment metadata and content technology.
Troubleshoot customer issues, coordinate resolutions, and meet service level agreement timeframes.
Key Skills for This Role
Customer supportTechnical troubleshootingZendeskCRM systemsTicketing systemsSLA management
Full Job Posting
Role overview
Provide day-to-day customer support for Gracenote, a provider of entertainment metadata and content technology.
Troubleshoot customer issues, coordinate resolutions, and meet service level agreement timeframes.
Responsibilities
- Provide first-level support through the Gracenote CRM and ticketing system.
- Coordinate change requests and discrepancy resolution within SLA guidelines.
- Evaluate, troubleshoot, prioritize, resolve, and escalate product-related issues.
- Coordinate with internal departments and provide clear customer status updates.
- Manage product licensing, entitlements, access, samples, cancellations, and related billing adjustments.
- Maintain customer contacts, delivery profiles, API keys, and FTP server logins.
- Document all customer activity in Zendesk and relate issues to business impact and urgency.
- Provide rotational 24/7 on-call support, participate in customer calls, and report escalations.
Requirements
- Associate’s or bachelor’s degree in a technical discipline, or 1–3 years of customer-facing experience.
- Strong customer service, emotional intelligence, interpersonal, and written and verbal communication skills.
- Ability to work assigned shifts and provide flexible weekend and after-hours on-call coverage.
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