Global Customer Support Specialist

Publicis Groupe; Chicago (IL); Vor Ort; USD 76.000 - 142.000; Vollzeit

Benefits dieser Stelle

Comprehensive health coverage

401(k)

Tuition assistance

Commuter benefits

Professional development

Employee recognition

Charitable donation matching

Health coaching and counseling

Zusammenfassung

Epsilon Retail Media is seeking a customer-support-focused professional to join our Platform Operations team. You’ll be the first line of contact for inquiries, triage issues, and coordinate with Success, Reliability, and Engineering to resolve incidents while educating customers on product offerings.

We value collaboration, problem-solving, and a strong service mindset. The role offers exposure to enterprise clients across multiple regions and a pathway to grow within a fast-paced tech

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer service

Communication skills

Problem-solving

Organizational skills

Adaptable

Team player

Tools

ServiceNow

Jira

Jobbeschreibung

Epsilon Retail Media is seeking a customer-support-focused professional to join our Platform Operations team. You’ll be the first line of contact for inquiries, triage issues, and coordinate with Success, Reliability, and Engineering to resolve incidents while educating customers on product offerings.

We value collaboration, problem-solving, and a strong service mindset. The role offers exposure to enterprise clients across multiple regions and a pathway to grow within a fast-paced tech