Customer Support Specialist I

About the role

Nielsen is hiring a Customer Support Specialist I in Seoul. As the main point of contact for B2B clients such as broadcasters, advertising agencies and digital media representatives who use Nielsen's data, the specialist analyzes technical and data-related inquiries received through the ticketing system and either resolves them directly or works with global product and technology teams. The position is offered on a flexible hybrid basis, with the number of in-office days coordinated with the team lead.

Key responsibilities

• Provide first-level response and troubleshooting for service usage and data issues received by phone, email and the ticketing system
• Give installation guides and usage instructions for Nielsen's media analysis software (Arianna, Spotwatch, etc.)
• Escalate complex technical problems or data discrepancies to internal Product and Operations teams or the global technical support team, and track their progress
• Analyze inquiry types to update FAQs and the User Manual (Knowledge Base)
• Run regular VOC analysis and propose improvements to service satisfaction
• Manage client contract information and user permissions, and create and manage service access accounts
• Deliver daily audience rating reports once a week, working an early morning shift from 5:30 to 13:00 including weekends

Required profile

• Bachelor's degree or higher (major does not matter); total experience of 3 years or less, new graduates welcome
• Logical communication skills and a customer-oriented mindset
• Openness to learning new software and IT tools
• Business English writing and reading, as communication with global teams is required
• Preferred: experience in ticket-based CS solutions or issue tracking tools, and familiarity with the media, advertising or market research industries

Required skills

• Basic MS Office (Excel, PowerPoint, Word)
• Preferred: Zendesk, Salesforce Service Cloud or Jira
• Data literacy: handling and interpreting numerical data