Taking applicationsVoice Support·Posted 15h ago
Customer Support Representative II (Mexico City)
NielsenVerified company
Mexico City
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Mexico City
EnglishMid level
About the role
A customer support representative role handling client inquiries via a helpline, resolving technical issues across proprietary software and hardware, and meeting SLAs. It is based in Mexico City and focuses on ticket management, documentation, and escalation to senior technical teams.
What you'll do
- Respond to client inquiries via helpline
- Manage personal ticket volume
- Meet SLAs and quality guidelines
- Participate in training on proprietary applications
- Document common issues and solutions
- Route complex issues to senior technical teams
- Record client interactions accurately
- Report recurring software or hardware gaps
What you'll need
- Technical proficiency
- Effective communication
- Consistent service delivery
- Adhere to staffing schedules
- Follow quality and procedural guidelines
- Apply training and feedback
- Maintain professional client rapport
Skills
Technical troubleshootingClient communicationProblem resolutionSLA complianceTicket managementDocumentationEscalation managementRelationship building
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