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.
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