- Escritório em Guadalajara
Company Description
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
Job Description
As a Senior Field Technician I, you are the frontline expert responsible for the heartbeat of Nielsen’s data collection. Working from a home office and our local hub, you will remotely install and maintain sophisticated metering platforms within panelist homes. This role is a unique blend of technical troubleshooting, digital networking, and high-level customer service, ensuring that our audience data remains the gold standard for the industry.
Key Responsibilities
Technical Troubleshooting & Maintenance
System Installation: Remotely install and maintain current and future Nielsen metering platforms within panelist households.
Diagnostic Resolution: Investigate and resolve proprietary system-generated performance issues.
Data Integrity: Remotely diagnose equipment failures and take corrective actions to ensure the continuous and accurate collection of audience data.
Panelist Engagement & Coaching
Multi-Channel Communication: Connect with panelists via phone, email, text, video, and chat to provide seamless support.
Education: Coach panel members on equipment operation, security procedures, and participation responsibilities to protect the integrity of the Nielsen sample.
Retention: Use strong persuasion skills to maintain panelist cooperation and ensure long-term engagement.
Operational Agility
High-Volume Execution: Manage back-to-back calls and tasks throughout your shift, maintaining high productivity across inbound and outbound channels.
Proactive Workflow: Demonstrate the ability to shift focus quickly between assignments and identify tasks independently during downtime.
Qualifications
- Experience: 1 to 2 years of relevant experience in technical support, customer service, or a technology-based role.
Education: Bachelor’s degree (completed 4-year course) or equivalent professional experience.
Technical Proficiency: Basic knowledge of computer networking, including routers, modems, and WiFi bands.
Language: Fluent English proficiency for clear communication with diverse panelists.
Remote Reliability: A stable home internet connection is required (Minimum 80 Mbps upload / 10 Mbps download).
Hybrid Model: Ability to work from the office three set days per week (please verify commute distance before applying).
Workspace: A quiet, distraction-free home office environment suitable for handling lengthy, sensitive calls.
Physicality: Ability to remain seated and focused for prolonged periods during a fast-paced shift.
All new hires must complete a mandatory 4-week training program to become certified in Nielsen’s proprietary systems and hardware.
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Additional Information
Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.
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