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 presently looking for a Customer Care Technical Support Specialist to provide day-to-day support to new and existing customers. In this position, the lead will monitor and mentor a team of customer care specialists and assist with workload and escalation activities. Activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.
Key Responsibilities:
- Team Leadership & Mentorship: Monitor daily queue management, assist with workload distribution in Salesforce/Zendesk, and mentor team members to support department performance and skill development.
- Account & Stakeholder Management: Serve as the main point of contact and Subject Matter Expert (SME) for key customer accounts, leading client meetings and cross-functional collaborations with Sales and Technical teams.
- Technical Support & Escalations: Diagnose, troubleshoot, and prioritize complex product issues, effectively escalating critical problems to internal engineering and technical staff when necessary.
- Process & Project Management: Coordinate special projects, maintain detailed documentation (agendas, minutes, action items), and participate in on-call support rotation to ensure seamless 24/7 coverage.
- Associates or Bachelor’s degree in a technical discipline
- Degree in a technical discipline with 5+ years of customer-facing experience leading accounts, handling escalations, and using tools like Salesforce, Zendesk, and Google/Microsoft Suites (multilingual skills in French or Portuguese a plus).
- Basic knowledge of custom software applications used at the Gracenote Queensbury NY office is helpful.
- French and or Portuguese language skills are a plus.
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