Global Customer Support Specialist

Epsilon hiring for Global Customer Support Specialist jobs in Royal Tunbridge Wells, Kent, GB

Job Description

Epsilon Retail Media is powering retail media, with a personalized sponsored product and display ad technology platform for some of the world's biggest retailers across 25 countries. Our tech paired with a world class services division is driving retailer media sales and enhanced Ad Serving for retailers of any size.

At Epsilon Retail Media, we are committed to fueling our team members' passion for creativity, collaboration, and desire to learn and grow. After all, it's our people that propel us forward. If you thrive in a creatively open environment with a teamwork atmosphere, this may be the job for you! The Platform Operations teams are responsible for the support, reliability and stability of Epsilon Retail Media production systems, environments, and offerings. The team owns the reliability vision for the company, driving continuous improvement through a combination of development and operations initiatives as well as process excellence. The team has full solid-line responsibility for operations including the support, management, monitoring, reporting, troubleshooting, and repair of production systems. Core to the success of the role is to provide a premium customer support experience focused on a "center of excellence" that allows for a full-service delivery support cycle.

What you'll Do:

• Act as the first point of call for customer support requests, incidents, and queries within a follow the sun support model.
• Effectively and efficiently triage, troubleshoot, and classify cases, identify incident trends, record and document interactions championing cases through to resolution with proficient escalation handling where necessary.
• Collaborate with Customer Success, System Reliability, and Engineering teams to ensure timely resolution within agreed service levels, while communicating effectively with customers.
• Be the advocate and voice for customers when collaborating with internal support teams.
• Build and maintain a strong knowledge of Epsilon Retail Media's product offerings and be able to provide customer education on business and technical issues, and next steps for customer issues via escalation to Technical Account Managers or Client Success Managers where appropriate.

Skills and Qualifications:

• Passionate about people and service with a strong customer service background with professional oral and written communication skills. Multi-lingual a bonus!
• Innovative and intuitive with a love of collaborative problem-solving.
• Proven record of achievement and success in Customer Support in a comparable role, preferably in an external client-facing capacity.
• Have strong organizational skills and enjoy a dynamic and agile working environment.
• Adaptable and willing to learn new technologies.
• Standout employee who thrives in a team environment
• Understanding and application of ITSM principles to triage cases, record and document interactions, escalation handling, problem management and case resolution.
• Experience with IT Service Management toolsets such as ServiceNow, Jira or other.
• Desirable experience in Google Cloud Platform (GCP), particularly BigQuery. Familiarity with Postman, Domo, Okta, and ServiceNow is also highly valued.

Additional Information

Epsilon always puts people first. Everything we do is done as a team, with integrity and accountability. We focus on what works and what's right, not what's easy and accepted. When you're one of us, you run with the best. You're part of a company with industry-leading technology, with the opportunity to work on projects for some of the world's biggest brands. Our people have the talent, tools and passion to do epic things together-for our clients, for consumers and for our community.

Great People Deserve Great Benefits We know that we have some of the brightest and most talented employees in the world, and we believe in rewarding them accordingly. If you work here, expect competitive compensation, a great benefits package and endless opportunities to advance your career.

We offer hybrid working opportunities, with our office space located in the Iconic Television Centre, White City.

As part of our dedication to enhance our inclusive and diverse workforce, Epsilon is committed to equal access to opportunity for people without regard to race, age, sex, disability, neurodiversity, sexual orientation, gender identity, pregnancy and maternity, marriage and civil partnership or religion or belief. We are committed to providing reasonable adjustments for candidates in our application process.

REF234784E Company Description

When you're one of us, you get to run with the best. For decades, we've been helping marketers from the world's top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon's best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. Check out a few of these resources to learn more about what makes Epsilon so EPIC:

• Life at Epsilon: https://www.epsilon.com/us/about-us/epic-blog
• DE&I: https://www.epsilon.com/us/about-us/diversity-equity-inclusion
• CSR: https://www.epsilon.com/us/about-us/corporate-social-responsibility

We've quadrupled our European business in the last three years, been acquired by Publicis Groupe for US$4.4 billion, and signed many of the world's well-known brands to our growing roster of European clients - who you'll be working with directly.

We are disrupting traditional marketing and advertising technology industries, combining the two by harnessing our wealth of consumer insight, online behaviours and data to deliver personalised advertising to more than 200 million individuals.

Our entire business focusses on giving our clients a way to truly measure the value we generate. In an industry that is often associated with false promises and ambiguity, we pride ourselves on honesty, transparency and accountability.