Nielsen

Customer Care Technical Support Specialist

Guadalajara, Mexico · On-site · Full-time

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About the role

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EmployerNielsen
LocationGuadalajara, Mexico
Work styleOn-site
Employment typeFull-time
Employer posted3 days ago

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.

Show full description

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.

#LI-IA13

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.

Nielsen is committed to maintaining a work environment free from any form of discrimination and harassment. Nielsen prohibits conduct that has the purpose or effect of interfering with terms or conditions of employment, or that creates an intimidating, hostile, or offensive work environment based on: race, skin color/national or ethnic origin/ancestry, religion/creed, physical or mental disability/medical condition/genetic information, pregnancy, marital status, sex/gender, gender identity/gender expression/sexual orientation, age, or any other characteristic protected by applicable law.

At Nielsen, we promote equal opportunities for all individuals and value a diverse and inclusive workplace.

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