{"id":3275066,"url":"https://alion.io/job/nielsen-customer-support-representative-ii-2","title":"Customer Support Representative II","company":{"id":837,"name":"Nielsen","domain":"nielsen.com","url":"https://alion.io/company/nielsen","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":20000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1152},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"LinkedIn","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-26T11:12:42Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-01T14:20:15Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\n This is role is for Gracenote - A Global entertainment data and technology company that provides music, video, and sports metadata, automatic content recognition (ACR), and content discovery solutions that power search and recommendations for leading streaming platforms, broadcasters, and automakers worldwide. Gracenote is the content data business unit of Nielsen that powers innovative entertainment experiences for the world’s leading media companies. Our entertainment metadata and connected IDs deliver advanced content navigation and discovery to connect consumers to the content they love and discover new ones.\nWe are currently seeking a dedicated Customer Support Specialist to deliver exceptional day-to-day assistance to both our new and established clients. In this position, you will collaborate closely with internal cross-functional technical teams as well as our external clients' engineering and business departments. Your primary objective will be to efficiently troubleshoot and resolve reported problems, adhering strictly to our service level agreement (SLA) timeframes.\nResponsibilities:\nProvide first-level customer support for assigned customers, primarily through the Gracenote CRM / ticketing system.\n\nResponsible for setting deadlines and coordinating the completion of standard change requests and Discrepancy resolution for customer-submitted tickets, within SLA guidelines.\n\nRespond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed. Coordinate with multiple internal departments to resolve customer-related issues or requests.\n\nEntitle customers to newly licensed products.\n\nProvide customers with timely, clear, and concise status and information related to sales requests, change requests and Discrepancies including resolution, access, and other key details.\n\nEvaluate incoming product-related issues and escalate to account manager when needed.\n\nAdhere to and reinforce the practice of documenting all customer activity in the Gracenote CRM (currently Zendesk).\n\nDevelop a strong understanding of the business to relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems.\n\nProvision access to standard samples to customers during the pre-sales process.\n\nMaintain an accurate customer contact list, and customer delivery profiles, including API keys and FTP server logins.Monitor and modify customer delivery profiles as required.\n\nIssue billing for all change requests requiring billing adjustments.\n\nDisable product access and keep CRM records current for customer cancellations\n\nProvide on-call support ( Rotational coverage required 24/7) for customers escalating urgent issues or requests.\n\nParticipate in customer calls as required.\n\nNotify the Customer Success Manager and your manager of customer escalations related to service or quality\n\n Associates or Bachelor’s degree in a technical discipline or1 - 3 years experience in a customer facing role.\n\nMust possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written.\n\nMust be able to work the shift hours identified as well as adjust the shift as required by the business.\n\nFlexibility to extend the support to the team in their working hours if required.\n\nExperience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.\n\nWorking knowledge of business software/applications - Google Suite, Jira, Salesforce, a plus.\n\nMust be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.\n\nAbility 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.\n\nFor this role we are looking for Individuals who have:\nAgents should be available to work during the daytime hours required to support customers in their respective regions. Additionally, flexibility is required to provide ad-hoc support for alternative working hours, and weekends as needed.\n\nAbility to participate in the after hours coverage to address urgent after business hours on call rotation (US weekend & evening hours) on a rotating basis required.\n\nAbility to handle customer inquiries and complaints professionally.\n\nExcellent English language verbal and written communication skills\n\nStrong customer service skills, emotional intelligence and excellent interpersonal and communication skills.\n\nSelf-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.\n\nProficiency in using CRM systems (specifically Zendesk)\n\nBasic knowledge of product licensing and entitlements, a plus\n\nFamiliarity with ticketing systems and SLA guidelines\n\nAbility to set and manage deadlines.\n\nAnalytical thinking to evaluate and troubleshoot issues\n\nBasic troubleshooting skills.\n\nAbility to adapt to changing customer needs and priorities\n\nStrong documentation skills.\n\nAbility to manage multiple tasks and priorities simultaneously.\n\nWorking knowledge of business software/applications - Google Suite, Microsoft Office Suite.\n\n 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.","description_format":"text","description_chars":6551,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Media","Media & Audience Measurement"],"lifecycle":[{"event":"open","at":"2026-10-26T14:01:41Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":21,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/nielsen-customer-support-representative-ii-2","json_url":"https://alion.io/job/nielsen-customer-support-representative-ii-2.json","meta":{"generated_at":"2026-11-01T14:33:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22328,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":837},"rest":"https://alion.io/mcp/rest/get_company?id=837"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnielsen-customer-support-representative-ii-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnielsen-customer-support-representative-ii-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnielsen-customer-support-representative-ii-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nielsen-customer-support-representative-ii-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnielsen-customer-support-representative-ii-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3275066}},{"tool":"search_jobs","arguments":{"company":"nielsen.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3275066},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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