Customer Care Technical Support Specialist

Job description

Gracenote, a Nielsen company, provides music, video, and sports content along with technologies to the world's hottest entertainment products and brands, which is also a global standard for music and video recognition which is supported by the largest source of entertainment data. Gracenote features descriptions of more than 200 million tracks, TV listings for 85+ countries, and statistics from 4,500 sports leagues and competitions. We are seeking a dedicated Customer Support Specialist to deliver exceptional day-to-day support to new and existing clients. In this role, you will collaborate with cross-functional technical teams and client stakeholders to troubleshoot product issues, resolve tickets within SLA guidelines, and maintain account configurations. Key Responsibilities: Customer Support & Escalations: Provide Tier-1 support via our CRM (Zendesk), troubleshoot product issues, and coordinate with internal technical and account management teams for high-priority escalations. Account & Onboarding Operations: Provision product access, manage delivery profiles (API keys, FTP logins), distribute pre-sales samples, process change requests, and handle cancellation offboarding. Documentation & Billing: Document all client interactions accurately, keep contact lists current, and process billing adjustments for custom requests. Cross-Functional Collaboration: Partner with Customer Success Managers on service quality issues and join client calls as needed. Experience: Associate's/Bachelor's degree in a technical discipline OR 1–3 years of customer-facing experience. Technical Skills: Familiarity with ticketing/CRM systems (Jira, Zendesk, Salesforce), Google Suite, and basic knowledge of product licensing or API/FTP setups. Core Competencies: Strong analytical troubleshooting, high emotional intelligence, excellent written/verbal communication, and the ability to work independently in a fast-paced environment. French and or Portuguese language skills are a plus. #LI-IA13 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 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 @ 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. Nielsen is committed to maintaining a work environment free from any form of discrimination and harassment. Nielsen prohibits conduct that has the purpose or effect of interfering with terms or conditions of employment, or that creates an intimidating, hostile, or offensive work environment based on: race, skin color/national or ethnic origin/ancestry, religion/creed, physical or mental disability/medical condition/genetic information, pregnancy, marital status, sex/gender, gender identity/gender expression/sexual orientation, age, or any other characteristic protected by applicable law. At Nielsen, we promote equal opportunities for all individuals and value a diverse and inclusive workplace. 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.