North America / United States / FL / Tampa – Oldsmar

Field Operations & Panel Recruitment

#: 101935-en_US / 101935

Regular

Part-Time

Remote – Part Time – Helpline Support Associate – 101935

[[custCareerSiteTeam]] – USA Oldsmar, Florida 

 

The Support Associate daily role is to provide support for Nielsen proprietary applications by troubleshooting technical issues and data questions             

 

Key responsibilities include:

 

  • Provide world-class application and technical support
  • Answer the phones promptly, using established department guidelines.  Demonstrate proper phone etiquette
  • Provide complete and accurate information in Call Tracking Tool, to include contact information, issue summary, issue status, next steps and system configuration
  • Begin the troubleshooting effort for external/internal client issues
  • Investigate and suggest potential resolutions or work-around after validating with Support Specialist or Senior Support Specialist.  Escalate appropriately to L3 when required in a timely manner.
  • Provide timely and accurate feedback to clients, and follow up with clients after their issue has been resolved. 
  • Actively participate in training sessions, contribute to knowledge base entries after receiving Specialist or Sr. Specialist approval
  • Provide ideas, suggestions to promote process and quality improvements
  • Complete assignments accurately and efficiently in accordance with department standards
  • Stay informed of all policies and procedures that affect customers

 

 

Qualifications:

  • Minimum of two years’ experience in customer service
  • Excellent oral/written communication and organizational skills
  • Proficiency in analytical and problem solving skills
  • Ability to work in a fast-paced environment; eager to learn
  • Ability to answer mid-level technical questions related to assigned products teams

 

Preferred qualifications:

  • Bilingual skills are a plus
  • Experience with Customer Relationship Management Tools

ABOUT NIELSEN

By connecting clients to audiences, we fuel the media industry with the most accurate understanding of what people listen to and watch. To discover what audiences love, we measure across all channels and platforms⁠—from podcasts to streaming TV to social media. And when companies and advertisers are truly connected to their audiences, they can see the most important opportunities and accelerate growth.

 

Do you want to move the industry forward with Nielsen? Our people are the driving force. Your thoughts, ideas and expertise can propel us forward. Whether you have fresh thinking around maximizing a new technology or you see a gap in the market, we are here to listen and take action. Our team is made strong by a diversity of thoughts, experiences, skills, and backgrounds. You’ll enjoy working with smart, fun, curious colleagues, who are passionate about their work. Come be part of a team that motivates you to do your best work!  

Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Job Type: [[filter2]] 

Primary Location:  Oldsmar,Florida 

Secondary Locations: [[custAdditionalLocation1]], [[custAdditionalLocation2]], [[custAdditionalLocation3]], 

Travel:  [[filter4]]