Technical Support Representative
Nielsen
- Pasig City, Metro Manila
- Permanent
- Full-time
- 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
- Must be able to determine when to escalate an issue (multiple reports of a problem, rep in-home and 1st level team unable to resolve, unresolvable issues w/ a basic).
- Partner with App Dev on resolutions for all issues facing assigned user groups
- Serve as liaison between office, Nielsen Reps and Nielsen panellist households
- Other Duties as assigned
- 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