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Customer Support Specialist
Nielsen Sports
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Serve as the primary contact and provide first-level support for clients.
- Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed
- Logs and tracks calls using Salesforce tracking software and maintains historical records and related problem documentation.
- Maintains a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.
- Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management.
- Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.
- Ability to coordinate with multiple internal departments to resolve customer-related issues or requests.
- Provide on-call support - beeper coverage rotation required 24/7 (approximately every 8 weeks)
- Generate monthly reports of customer product usage as required
- Support CPX team on projects and initiatives from time to time
- Monitor and modify customer delivery profiles as required
- Participation in customer calls as required
- Flexible to work in US/APAC market shift timings(India night shifts) also as per the business need.
- Other duties as assigned by the line manager, such as assisting other CC teams, improvement initiatives, self learning etc
For this role we are looking for Individuals who have:
- Associates or Bachelor s degree in a technical discipline or 2 - 4 years experience in a customer facing role.
- Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written.
- Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.
- Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.
- Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.
- Ability to organize, schedule and complete multiple tasks concurrently.
- Working knowledge of business software/applications - Google Suite, Microsoft Office Suite, Salesforce, Zendesk etc.
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
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Flexible timing
Monday to Friday
No travel
Day Shift
Nielsen Sports Benefits
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