Customer Support Specialist I job opportunity at Nielsen.

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Date2026-02-09T07:42:08.516Z bot
Nielsen Customer Support Specialist I
Experience: General
Pattern: Full-time
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degreeOND
loacation Seoul, Korea, republic of
loacation Seoul....Korea, republic of
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Job DescriptionThe Customer Support Specialist serves as the primary point of contact for resolving inquiries from various B2B clients, including broadcasters, advertising agencies, and digital media representatives, who utilize Nielsen's data. This role involves analyzing technical and data-related inquiries received through the ticketing system to provide direct solutions or collaborating with global product and technology teams to deliver accurate resolutions to clients.  Role SummaryThe Customer Support Specialist serves as the primary point of contact for resolving inquiries from various B2B clients, including broadcasters, advertising agencies, and digital media representatives, who utilize Nielsen's data. This role involves analyzing technical and data-related inquiries received through the ticketing system to provide direct solutions or collaborating with global product and technology teams to deliver accurate resolutions to clients. Please note that we offer a flexible hybrid model. The number of in-office days can be coordinated with the team lead.Job ResponsibilitiesCustomer Inquiry Response & Resolution (Tier 1 Support):Provide 1st level response and troubleshooting for service usage and data-related issues received via phone, email, and Ticketing System.Provide installation guides and usage instructions for Nielsen's media analysis software (Arianna, Spotwatch, etc.).Issue Management & Escalation:Identify complex technical problems or data discrepancies and escalate them to internal Product & Operations teams or the global technical support team, while tracking the progress.Customer Experience Improvement Activities:Analyze inquiry types to update FAQs and the User Manual (Knowledge Base).Conduct regular VOC analysis and derive improvement ideas to enhance service satisfaction.Client Database Management:Manage client contract information and user permissions; create and manage service access accounts.Delivery daily audience rating reports once a week (early morning shift from 5:30-13:00, including weekend)포지션 개요 Customer Support Specialist는 닐슨의 데이터를 이용하는 방송사, 광고 대행사, 디지털 미디어 렙사 등 다양한 B2B 고객의 문의를 최접점에서 해결하는 역할을 담당합니다. 티켓 시스템을 통해 인입되는 기술적/데이터 관련 문의를 분석하여 직접 해결하거나, 글로벌 프로덕트/기술 팀과 협업하여 고객에게 정확한 솔루션을 제공합니다.주요 업무 고객 문의 응대 및 해결 (Tier 1 Support):전화, 이메일 및 티켓 시스템(Ticketing System)을 통해 접수되는 서비스 이용 문의 및 데이터 관련 이슈에 대한 1차 대응 및 트러블 슈팅닐슨의 미디어 분석 소프트웨어(Arianna, Spotwatch 등) 설치 및 사용법 가이드 제공이슈 관리 및 에스컬레이션:복잡한 기술적 문제나 데이터 불일치 이슈를 파악하여 내부 Product 및 Operations 팀, 또는 글로벌 기술 지원 팀에 에스컬레이션 및 진행 상황 트래킹고객 경험 개선 활동:고객 문의 유형을 분석하여 FAQ 및 사용자 매뉴얼(Knowledge Base) 업데이트서비스 만족도 향상을 위한 정기적인 VOC 분석 및 개선 아이디어 도출고객 데이터베이스 관리:고객 계약 정보 및 사용자 권한 관리, 서비스 접속 계정 생성 및 관리주 1회 일일 시청률 보고서 전달을 위한 새벽 근무 가능자(5:30-13:00, 공휴일 포함)

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