At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.

　　Scope of this role

　　This position provides technical & instructional support for clients contacting Customer Support. The Customer Support Associate provides support for multiple Nielsen applications by providing how-to instruction, troubleshooting in-depth software, hardware, application and communications issues. This associate is also expected to actively participate in refresher training courses, product-related meetings, communicating pertinent information to appropriate stakeholders, escalating issues promptly and effectively, maintaining updated documentation within our case management tool. This is inclusive of managing all inquiries by internal and external clients through to resolution within our Customer Support established Service Level Agreement guidelines.

　　Responsibilities

　　Provide world-class support to customers for requests, issues, questions, concerns or enhancements

　　Ability to utilize tools like Salesforce to log tickets and then project manage the process internally with cross-functional teams and externally with all client stakeholders

　　Troubleshoot external/internal client issues and then escalate to internal and external stakeholders as needed

　　Investigate and suggest potential resolutions, workarounds, and tips for optimal use

　　Stay updated on industry trends and technological advancements and emerging digital support techniques

　　Experience in Quality Assurance or Software Testing is beneficial

　　About the role

　　This position will initially require an on-site training schedule with the potential to eventually become hybrid or fully remote.

　　Our Mexico City Nielsen office is located at Av. Javier Barros Sierra 555-Piso 7 y 8, Santa Fe, Zedec Sta Fé, Álvaro Obregón, 11510 Ciudad de México, CDMX

　　Qualifications

　　Bilingual: Fluent in both English and Spanish

　　High school diploma or equivalent; some college education is a plus

　　Proven experience in a customer service or support role

　　Strong analytical and problem-solving skills

　　Ability to handle a high volume of customer interactions in a fast-paced environment

　　About Nielsen

　　Nielsen shapes the world’s media and content as a global leader in audience measurement, data and analytics. Through our understanding of people and their behaviors across all channels and platforms, we empower our clients with independent and actionable intelligence so they can connect and engage with their audiences—now and into the future. Nielsen operates around the world in more than 55 countries. Learn more at www.nielsen.com or www.nielsen.com/investors and connect with us on social media (Twitter, LinkedIn, Facebook and Instagram).

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