Nielsen is hiring a
Technical Support Representative, Remote - Philippines

Summary

The job at Nielsen is for a Technical Support Representative who will provide remote software and hardware support to internal employees and external parties. The role involves logging support requests, troubleshooting devices, serving as the primary customer service contact, and identifying and correcting known conditions that can be resolved remotely.

Requirements

• Degree in Computer Science or 2 + years of equivalent work experience in remote technical support
• Working knowledge of Google Tools including Doc, Sheets, Slides, Drive and Sites
• Strong troubleshooting, organizational and documentation skills
• SQL knowledge
• Strong written, verbal and electronic communication skills (English language)
• This position requires candidate to support EST hours, and shift is on rotation basis

Responsibilities

• Log all incoming support requests into customized ServiceNow issue-tracking software
• Unlock user accounts and reset passwords
• Provide technical support for Microsoft Windows, G Suite, Microsoft Office and custom applications
• Troubleshooting of desktops, laptops, tablets, mobile devices and peripherals
• Install, modify, or repair software and hardware
• Resolve internet, intranet and VPN connection issues
• Primary customer service contact, addressing Nielsen panelist household concerns, and questions and providing solutions for prospective and existing panelists
• Identify and correct known conditions that can be resolved remotely to prevent issues for employees in the field
• Identify conditions or problems that are new/unknown and escalate to the appropriate subject matter expert or management

Benefits

Not specified in the job description