Audio Customer Support Representative

We provide our clients with the deepest understanding of audiences—and we can't do that without our Panel Recruitment and Field Operations teams. They work in-person to build important connections with current panelists, who provide the vital data that powers businesses, and recruit new panelists.
This role communicates directly with panelists to review performance data, provide technical support, foster positive relations, and coach panelists on the proper usage of proprietary equipment.
Position Details:
This is a work-from-home position. Requirements must be met:
Able to connect to High-Speed Internet in your primary residence with minimum speeds of 80MBAble to connect directly to a router/modem with an Ethernet cableYou must have a dedicated workspace to conduct phone calls where others cannot hear/see personally identifiable information.

For this remote position: You must be within one of the following locations:
AL, CO, FL, IL, MD, MS, NC, NV, TN, TX, VA, and WI
Shift Schedule: Monday-Thursday: 1:30 PM -10:00 PM EST and Sunday 12:00-8:30 PM EST

Role Details

• Build solid and productive panelist relationships.
• Serve as the primary point of contact between Nielsen panelists and US Field Operations staff. 
• Review and analyze data, providing feedback to households.
• Conduct training and coaching for panelists use of Nielsen meters.  
• Investigate and resolve proprietary system-generated performance issues.
• Verify and update demographics and audience information using Nielsen proprietary software.
• Instruct and reinforce panelists on security procedures
• Use persuasion skills to gain and maintain the cooperation of Panel members, and solicit additional participation.
• Diagnose and troubleshoot software and hardware.

Qualifications

• Spanish Bilingual candidates required 
• Strong customer service
• General ability to perform consumer electronic troubleshooting by phone
• Outbound and inbound call center experience
• Problem-solving, and critical-thinking skills
• Strong Communication skills both verbal and written
• Flexibility to work evenings and weekends
• Excellent organizational skills and ability to meet deadlines
• MS Office Suite experience (Word, Excel, and Outlook), Google Suite experience also preferred
• High School Diploma required

Nielsen is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.
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