Global Customer Support Analyst 24/7 Incident Triage

Publicis Groupe; Chicago (IL); Sur place; USD 76 000 - 142 000; Plein temps

Avantages offerts par ce poste

Flexible time off

Paid holidays

Paid sick time

Health coverage

401(k)

Résumé du poste

Epsilon Retail Media is seeking a Platform Operations Specialist to join the center of excellence. You will support, monitor, and troubleshoot production systems, ensuring reliability and high service levels for our retail media platforms.

As first point of contact for customer requests, you triage incidents, document interactions, and collaborate with Customer Success, System Reliability, and Engineering to drive timely resolutions.

Qualifications

• Passionate about people and service with strong customer service background.
• Excellent communication skills, both written and spoken.
• Familiarity with ITSM concepts and best practices.
• Ability to learn new technologies and collaborate effectively.
• Experience supporting external customers is a plus.

Responsabilités

• Serve as the first point of contact for customer requests and incidents.
• Triage, troubleshoot, classify cases and document interactions.
• Collaborate with Customer Success, System Reliability and Engineering to resolve issues.
• Act as customer advocate within internal teams and escalation paths.
• Educate customers on product offerings and next steps.

Connaissances

Customer service

Communication skills

Multilingual

Problem solving

Collaboration

Adaptable

Outils

ServiceNow

Jira

Description du poste

Epsilon Retail Media is seeking a Platform Operations Specialist to join the center of excellence. You will support, monitor, and troubleshoot production systems, ensuring reliability and high service levels for our retail media platforms.

As first point of contact for customer requests, you triage incidents, document interactions, and collaborate with Customer Success, System Reliability, and Engineering to drive timely resolutions.