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CCE Representative ( Shift Flexible 12:00-8:30pm or 1-9:30pm)

Content - Video | Queensbury, NY | Full Time

Job Description

Are you ready to revolutionize entertainment?

Gracenote is an entertainment data and technology provider powering the world’s top music services, automakers, cable and satellite operators, and consumer electronics companies. At its core, Gracenote helps people find, discover and connect with the entertainment they love. Daily, Gracenote processes 35 billion rows of data and is quickly becoming a world-leader in return path “big data.” Over the past 3 years, the company has grown to more than 2000 employees in 17 countries, including over 600 of the world’s top engineers with a passion for music, video, sports, and entertainment technology. Founded in 1998, Gracenote is one of America’s most iconic and respected media companies.  

We are presently looking for a Customer Care Representative to research, gather and process sports information from regional and national sports channels, pro and college leagues for entry into Gracenote databases; serve as a sports liaison to Editorial department.


Provide day-to-day technical account management to new and existing Video data customers. These activities require working with internal cross-functional technical groups and external customer business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.



Responsibilities include:


  • Serving as the primary contact and performing customer service functions for electronic accounts. Respond to requests for assistance from telephone calls, email messages by troubleshooting problems and, when necessary, coordinating solutions with a variety of other technology support staff.

  • Provide first level technical support for clients

  •  Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from clients experiencing problems with databases, hardware, software, networking, and other computer-related technologies.

  • Interview clients to collect information about the problem and lead clients through diagnostic procedures to determine the source of issue(s).

  • Handles problem recognition, research, resolution, and follow-up for routine client problems, referring more complex problems to appropriate support groups when necessary.

  • Logs and tracks call using Salesforce tracking software and maintain history records and related problem documentation.

  • Maintain a strong working knowledge of supported products and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.

  • Develop a strong understanding of the business and can relate problems to business impacts.  Understand when to place a sense of urgency and when to escalate critical problems to management. 

  • Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.

  •  Provide on-call support – beeper coverage rotation required 24/7 (approximately every 8 weeks)

  • Perform other duties as assigned.




Requirements include:


  • Associates or Bachelor’s degree or equivalent technical training in a computer related field of study.

  • Must possess strong customer service skills; technical support and/or problem-solving experience strongly preferred.

  • General understanding of Local Area and Wide Area; Networks web technologies, protocols and tools, Filemaker, Pro-emax, servers, and PC Anywhere.

  • General understanding of database and data communication systems.

  • Proficiency working with a variety of operating systems, including Microsoft and Macintosh.

  • Broad understanding of PC hardware and software.

  • Good analytical skills and problem-solving abilities; demonstrated a commitment to assuming responsibility and assuring appropriate follow-through.

  • Must be self- motivated and able to work effectively with minimum supervision.

  •  Ability to organize, schedule and complete multiple tasks concurrently.

  • Excellent interpersonal and communication skills, both verbal and written.

  • Ability to adapt to a fast-changing work environment.

  • Ability to work flexible schedule and overtime as required.

  • Maintain stability of performance under pressure; demonstrate patience and control when dealing with difficult situations.

  • Ability to research and resolve problems using knowledgebase and other available resources.

  • Basic knowledge of custom software applications used at Queensbury NY office is helpful.

  • Spanish and or Portuguese language skills a plus.

Our passion for music, TV, movies, and sports is at the heart of everything we do. But what really makes us tick is our people. From Emeryville to Sydney and Queensbury to Amsterdam, we are building the team that’s going to disrupt the digital universe. This starts by creating a workplace where all things entertainment are celebrated and innovation can come from anyone. If you are interested in being mission critical and on the leading edge of global entertainment technology then please contact us today!

Gracenote, a Nielsen company, is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.