Customer Support Representative II (1-3 years of experience)
Job Description
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.
We 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.
Responsibilities:
• Provide first-level customer support for assigned customers, primarily through the Gracenote CRM / ticketing system.
• Responsible for setting deadlines and coordinating the completion of standard change requests and Discrepancy resolution for customer-submitted tickets, within SLA guidelines.
• Respond, 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.
• Entitle customers to newly licensed products.
• Provide customers with timely, clear, and concise status and information related to sales requests, change requests and Discrepancies including resolution, access, and other key details.
• Evaluate incoming product-related issues and escalate to account manager when needed.
• Adhere to and reinforce the practice of documenting all customer activity in the Gracenote CRM (currently Zendesk).
• Develop 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.
• Provision access to standard samples to customers during the pre-sales process.
• Maintain an accurate customer contact list, and customer delivery profiles, including API keys and FTP server logins.Monitor and modify customer delivery profiles as required.
• Issue billing for all change requests requiring billing adjustments.
• Disable product access and keep CRM records current for customer cancellations
• Provide on-call support ( Rotational coverage required 24/7) for customers escalating urgent issues or requests.
• Participate in customer calls as required.
• Notify the Customer Success Manager and your manager of customer escalations related to service or quality
Requirements
Department: Customer Support & Implementation (Post Sales)
Function: Other
Experience Level: Not Applicable