Taking applicationsVoice Support·Posted 14h ago
Customer Support Representative II (Mumbai)
NielsenVerified company
Mumbai, India
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Mumbai, India
EnglishMid level
About the role
This is a full-time customer support role for Nielsen's Gracenote unit, handling client issues through a CRM/ticketing system and coordinating resolutions within SLA deadlines. It requires English communication, troubleshooting skills, Zendesk/CRM familiarity, and participation in rotational on-call coverage including US weekend and evening hours.
What you'll do
- Provide first-level customer support via CRM/ticketing
- Troubleshoot, prioritize, and escalate product issues
- Coordinate change requests and discrepancy resolution within SLA
- Entitle customers to licensed products and provision access
- Document customer activity in Zendesk
- Issue billing for change requests
- Provide rotational 24/7 on-call support
- Maintain customer contact and delivery profiles
What you'll need
- Associate/Bachelor's degree or 1-3 years customer-facing experience
- Strong English verbal and written communication
- CRM experience, preferably Zendesk
- Familiarity with ticketing systems and SLA guidelines
- Analytical troubleshooting skills
- Ability to work rotational after-hours and weekends
- Self-motivated with minimal supervision
- Google Suite and Microsoft Office knowledge
Skills
Customer supportZendesk/CRMTroubleshootingSLA managementTicket escalationDocumentationAnalytical thinkingEnglish communication
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