Senior Customer Support Representative II

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.

The Senior Customer Support Representative serves as a vital bridge between high-level problem resolution and day-to-day operational excellence. In this role, you will provide auxiliary support for clients contacting the Nielsen Customer Support, while simultaneously assisting in the supervision and development of our Support Associates.

You are a high-level technical resource and a mentor, ensuring that our clients receive seamless support for Nielsen proprietary applications across all business segments—covering software, hardware, and communication needs.

Key Responsibilities

1. Operational Supervision & Performance

• Daily Oversight: Assist in supervising the day-to-day activities of the Helpline team to ensure consistent service delivery.

• Workflow Management: Monitor support volume and staffing levels to maintain peak responsiveness.

• SLA Compliance: Track and implement strategies to meet Service Level Agreements (SLAs), ensuring quality and procedural guidelines are strictly followed.

2. Training & Employee Development

• Onboarding: Lead the Client Helpline-specific onboarding process for new hires, ensuring they are equipped for success from day one.

• Knowledge Transfer: Actively conduct and participate in training sessions; you will be responsible for applying new concepts and ensuring the team does the same.

• Mentorship: Serve as a high-level resource for problem resolution, guiding junior associates through complex technical hurdles.

3. Stakeholder Relations & Liaison

• Escalation Path: Act as the primary liaison between the Helpline department and advanced escalation teams.

• Relationship Building: Develop and maintain rapport with a diverse range of stakeholders, including:

• Product Leadership & Professional Services.

• Business and Technology Liaisons.

• External Clients and Senior Management.

4. Strategic Feedback

• Insight Sharing: Provide candid, data-driven feedback to upper management regarding business-critical issues and long-term strategies.

• Continuous Improvement: Identify gaps in current software or hardware support and suggest implementations to improve the client experience.

• 3+ years experience in a customer support, help desk, or call center environment 

• Client Helpline experience with products and process

• Tolerance for stressful situations

• Demonstrated initiative and motivation to provide quality services

• Excellent customer service skills

• Excellent oral and written communication skills

• Strong analytical and problem solving skills

• Strong conflict management and resolution skills

• Positive, customer service attitude and communication skills 

• Advanced knowledge in supporting Nielsen Proprietary applications 

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 you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.