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Part-Time Support Associate (Bilingual English/French Required)

Part-Time Support Associate (Bilingual English/French Required)¬ -¬ 25129


Operations¬ -¬ USA¬ Oldsmar, Florida¬ 


Nielsen is seeking a Part-Time Support Associate to provide phone and email support for clients contacting The Nielsen Client Helpline. ¬ The Support Associate provides support for limited Nielsen proprietary applications by troubleshooting basic software, hardware, application, communication issues and limited trainings across a small range of Nielsen services. ¬ A large part of the daily role will be handling L1 inquiries for¬ Answers Desktop, AOD, NIS, GTC, Spaceman and Connected Systems, as well as for other Nielsen applications and¬ tools.


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Key responsibilities include:


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  • Provide world-class application and technical support



  • Answer the phones promptly, using established department guidelines. ¬ Demonstrate proper phone etiquette



  • Provide complete and accurate information in Call Tracking Tool, to include contact information, issue summary, issue status, next steps and system configuration



  • Begin the troubleshooting effort for external/internal client issues



  • Investigate and suggest potential resolutions or work-around after validating with Support Specialist or Senior Support Specialist. ¬ Escalate appropriately to L2 NSC Specialists when required and in a timely manner.



  • Provide timely and accurate feedback to clients, and follow up with clients after their issue has been resolved. ¬ 



  • Actively participate in training sessions, contribute to knowledge base entries after receiving Specialist or Sr. Specialist approval



  • Provide ideas, suggestions to promote process and quality improvements



  • Complete assignments accurately and efficiently in accordance with department standards



  • Stay informed of all policies and procedures that affect customers



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Qualifications:




  • Fluency in English and French (Parisian) languages, including written and verbal



  • Ability to work Monday-Friday, 4-10am, 30 hours per week



  • Minimum of two years' experience in customer service



  • Excellent oral/written communication and organizational skills



  • Proficiency in analytical and problem solving skills



  • Ability to work in a fast-paced environment; ¬ eager to learn



  • Ability to answer mid-level technical questions related to assigned products teams



  • High School Diploma/GED required



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Preferred qualifications:




  • Help Desk Industry Professional Certification is preferred



About Nielsen:


Nielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen's Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content ‚€” video, audio, and text ‚€” is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry's only global view of retail performance measurement.


By integrating information from its Watch and Buy segments and other data sources, Nielsen provides its clients with both world-class measurement as well as analytics that help improve performance. Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world's population. For more information, visit www.nielsen.com


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.


Job Type:¬ Regular¬ 


Primary Location:¬ ¬ Oldsmar,Florida¬ 


Secondary Locations:¬ WI - Green Bay, , ,¬ 


Travel: ¬ No¬ 




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