Senior Customer Support Representative II at TheNielsenCompany

The Senior Customer Support Representative serves as a vital bridge between high-level problem resolution and day-to-day operational excellence. In this role, you will provide auxiliary support for clients contacting the Nielsen Customer Support, while simultaneously assisting in the supervision and development of our Support Associates. You are a high-level technical resource and a mentor, ensuring that our clients receive seamless support for Nielsen proprietary applications across all business segments—covering software, hardware, and communication needs. Key Responsibilities 1. Operational Supervision & Performance • Daily Oversight: Assist in supervising the day-to-day activities of the Helpline team to ensure consistent service delivery. • Workflow Management: Monitor support volume and staffing levels to maintain peak responsiveness. • SLA Compliance: Track and implement strategies to meet Service Level Agreements (SLAs), ensuring quality and procedural guidelines are strictly followed. 2. Training & Employee Development • Onboarding: Lead the Client Helpline-specific onboarding process for new hires, ensuring they are equipped for success from day one. • Knowledge Transfer: Actively conduct and participate in training sessions; you will be responsible for applying new concepts and ensuring the team does the same. • Mentorship: Serve as a high-level resource for problem resolution, guiding junior associates through complex technical hurdles. 3. Stakeholder Relations & Liaison • Escalation Path: Act as the primary liaison between the Helpline department and advanced escalation teams. • Relationship Building: Develop and maintain rapport with a diverse range of stakeholders, including: • Product Leadership & Professional Services. • Business and Technology Liaisons. • External Clients and Senior Management. 4. Strategic Feedback • Insight Sharing: Provide candid, data-driven feedback to upper management regarding business-critical issues and long-term strategies. • Continuous Improvement: Identify gaps in current software or hardware support and suggest implementations to improve the client experience.