Customer Support Representative II

Location: Mexico City, mx, Remote

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description

The Customer Support Representative serves as a vital point of contact for our clients, ensuring day-to-day operational excellence through high-quality problem resolution. In this role, you will directly support clients contacting Nielsen Customer Support, ensuring a seamless experience across our proprietary applications—including software, hardware, and communication needs.

This is an individual contributor role focused on technical proficiency, effective communication, and consistent service delivery.

Qualifications

Key Responsibilities

1. Operational Support & Quality

• Direct Assistance: Respond to and resolve client inquiries via the Helpline, ensuring a professional and helpful experience.

• Workflow Participation: Manage personal ticket volume and adhere to staffing schedules to maintain team responsiveness.

• SLA Compliance: Consistently meet Service Level Agreements (SLAs) by following established quality and procedural guidelines.

2. Technical Development & Knowledge Sharing

• Continuous Learning: Participate in training sessions to master new concepts and maintain up-to-date knowledge of Nielsen proprietary applications.

• Documentation: Contribute to team knowledge by documenting common issues and solutions to help improve internal resources.

• Process Application: Apply training and feedback immediately to ensure accuracy in client interactions.

3. Client & Internal Liaison

• Clear Communication: Effectively articulate technical solutions to clients and internal stakeholders.

• Escalation Management: Identify complex issues that require advanced intervention and route them correctly to senior technical teams.

• Relationship Building: Maintain a positive, professional rapport with clients and colleagues across the business and technology segments.

4. Performance Feedback

• Issue Identification: Proactively report recurring software or hardware gaps to management to help improve the overall client experience.

• Data Integrity: Ensure all client interactions and technical steps are accurately recorded in the support system.

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If youre unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.

Nielsen is committed to maintaining a work environment free from any form of discrimination and harassment. Nielsen prohibits conduct that has the purpose or effect of interfering with terms or conditions of employment, or that creates an intimidating, hostile, or offensive work environment based on: race, skin color/national or ethnic origin/ancestry, religion/creed, physical or mental disability/medical condition/genetic information, pregnancy, marital status, sex/gender, gender identity/gender expression/sexual orientation, age, or any other characteristic protected by applicable law.

At Nielsen, we promote equal opportunities for all individuals and value a diverse and inclusive workplace.