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Customer Support Associate
Customer Support Associate-April 2024
Mexico City
Apr 1, 2025
ABOUT NIELSEN
We’re in tune with what the world is watching, buying, and everything in between. If you can think of it, we’re measuring it.
10,000+ employees
Client Services
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About Customer Support Associate

  At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.

  Scope of this role

  This position provides technical & instructional support for clients contacting Customer Support. The Customer Support Associate provides support for multiple Nielsen applications by providing how-to instruction, troubleshooting in-depth software, hardware, application and communications issues. This associate is also expected to actively participate in refresher training courses, product-related meetings, communicating pertinent information to appropriate stakeholders, escalating issues promptly and effectively, maintaining updated documentation within our case management tool. This is inclusive of managing all inquiries by internal and external clients through to resolution within our Customer Support established Service Level Agreement guidelines.

  Responsibilities

  Provide world-class support to customers for requests, issues, questions, concerns or enhancements

  Ability to utilize tools like Salesforce to log tickets and then project manage the process internally with cross-functional teams and externally with all client stakeholders

  Troubleshoot external/internal client issues and then escalate to internal and external stakeholders as needed

  Investigate and suggest potential resolutions, workarounds, and tips for optimal use

  Stay updated on industry trends and technological advancements and emerging digital support techniques

  Experience in Quality Assurance or Software Testing is beneficial

  About the role

  This position will initially require an on-site training schedule with the potential to eventually become hybrid or fully remote.

  Our Mexico City Nielsen office is located at Av. Javier Barros Sierra 555-Piso 7 y 8, Santa Fe, Zedec Sta Fé, Álvaro Obregón, 11510 Ciudad de México, CDMX

  Qualifications

  Bilingual: Fluent in both English and Spanish

  High school diploma or equivalent; some college education is a plus

  Proven experience in a customer service or support role

  Strong analytical and problem-solving skills

  Ability to handle a high volume of customer interactions in a fast-paced environment

  About Nielsen

  Nielsen shapes the world’s media and content as a global leader in audience measurement, data and analytics. Through our understanding of people and their behaviors across all channels and platforms, we empower our clients with independent and actionable intelligence so they can connect and engage with their audiences—now and into the future. Nielsen operates around the world in more than 55 countries. Learn more at www.nielsen.com or www.nielsen.com/investors and connect with us on social media (Twitter, LinkedIn, Facebook and Instagram).

  #LI-LE1

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