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.

• 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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