Customer Support Specialist

Company Description
Jobs for Humanity is partnering with Nielsen to build an inclusive and just employment ecosystem. Therefore, we prioritize individuals coming from all walks of life.
Company Name: Nielsen
Job Description
At Nielsen, we believe in partnership when it comes to career growth. We have a community of nearly 14,000 associates who will support you on your journey to success. When you succeed, we all succeed. We encourage you to think big, explore new approaches, and continuously improve. Your best work will shape our future.
Position: Customer Support Specialist
Responsibilities:
- Be the primary point of contact and provide support to clients.
- Respond, evaluate, troubleshoot, and prioritize product-related issues, and escalate to technical support staff when needed.
- Log and track calls using Salesforce tracking software, maintaining records and documentation.
- Coordinate with internal departments to resolve customer issues or requests.
- Collaborate with the Sales and Product Development teams to create and deliver new or customized products and samples.
- Provide on-call support, participating in a rotation every 8 weeks.
- Support CX team on projects and initiatives as needed.
High-Level Responsibilities:
- Maintain a strong working knowledge of supported products and continuously enhance skills through training and participation in projects and improvement initiatives.
Core Capabilities:
- Associate's or Bachelor's degree in a technical discipline and 2-4 years of experience in a customer-facing role.
- Strong customer service, emotional intelligence, interpersonal, and communication skills.
- Experience in problem-solving in a digital environment is preferred.
- Ability to work independently, take responsibility, and follow through on tasks.
- Adaptability to a fast-changing work environment and ability to perform under pressure.
- Organizational skills to manage multiple tasks concurrently.
- Willingness to work night shifts.
Additional Skills/Experience Required:
- Working knowledge of business software/applications such as Google Suite, Microsoft Office Suite, Salesforce, etc.
- Familiarity with custom software applications used in the Gracenote Queensbury NY office is helpful.
- Fluency in Spanish, French, or Portuguese languages is a plus.
If you are interested in applying for this job, please click here: [insert hyperlink to the application]
Note: We are committed to diversity and inclusion, and encourage applicants from all backgrounds and communities. If you require any accommodations during the application process, please contact us so that we can assist you.