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206 Nielsen Sports Jobs

Customer Support Specialist

2-4 years

Mumbai

1 vacancy

Customer Support Specialist

Nielsen Sports

posted 5mon ago

Job Role Insights

Flexible timing

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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What people at Nielsen Sports are saying

What Nielsen Sports employees are saying about work life

based on 181 employees
52%
92%
71%
85%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Nielsen Sports Benefits

Work From Home
Health Insurance
Cafeteria
Job Training
Free Transport
Team Outings +6 more
View more benefits

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