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Part-Time Technical Support Associate

Part-Time Technical Support Associate - 14427

Operations - USA Oldsmar, Florida 

Founded in 1923, Nielsen is the global authority on the consumer. We help over 20,000 clients, from Coca-Cola to Walmart to Apple to Disney, in over 100 countries understand consumers and grow their businesses, every day. Nielsen’s business is organized into two areas: What Consumers Watch, serving media, telecom and tech industries; and What Consumers Buy, serving consumer goods, retail, financial services and automotive industries. Nielsen went public in 2011 and joined the S&P 500 in 2013.

 

Nielsen is seeking a Part-Time Support Associate to provide phone and email support for clients contacting The Nielsen Client Helpline.  The Support Associate provides support for limited Nielsen proprietary applications by troubleshooting basic software, hardware, application, communication issues and limited trainings across a small range of Nielsen services.  A large part of the daily role will be handling L1 inquiries for Nielsen Ad Intel, Arianna, NLTV, NNTV and for other Nielsen applications, tools.

                                     

 

Key responsibilities include:

 

  • Provide world-class application and technical support
  • Answer the phones promptly, using established department guidelines.  Demonstrate proper phone etiquette
  • Provide complete and accurate information in Call Tracking Tool, to include contact information, issue summary, issue status, next steps and system configuration
  • Begin the troubleshooting effort for external/internal client issues
  • Investigate and suggest potential resolutions or work-around after validating with Support Specialist or Senior Support Specialist.  Escalate appropriately to L2 NSC Specialists when required and in a timely manner.
  • Provide timely and accurate feedback to clients, and follow up with clients after their issue has been resolved. 
  • Actively participate in training sessions, contribute to knowledge base entries after receiving Specialist or Sr. Specialist approval
  • Provide ideas, suggestions to promote process and quality improvements
  • Complete assignments accurately and efficiently in accordance with department standards
  • Stay informed of all policies and procedures that effect customers

 

 

Qualifications:

  • Minimum of two years’ experience in customer service
  • Excellent oral/written communication and organizational skills
  • Proficiency in analytical and problem solving skills
  • Ability to work in a fast-paced environment;  eager to learn
  • Ability to answer mid-level technical questions related to assigned products teams
  • High School Diploma/GED required

 

Preferred qualifications:

  • Help Desk Industry Professional Certification is preferred
  • Bilingual skills are a plus

About Nielsen:

Nielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content — video, audio, and text — is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement.

By integrating information from its Watch and Buy segments and other data sources, Nielsen provides its clients with both world-class measurement as well as analytics that help improve performance. Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world’s population. For more information, visit www.nielsen.com

Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Job Type: Regular 

Primary Location:  Oldsmar,Florida 

Secondary Locations: , , , 

Travel:  No 

Company
Nielsen
Posted
08/19/2018
Type
Full time
Location
Oldsmar, FL 34677, US