Senior Global Customer Support Analyst

See how Epsilon powers connected marketing by unlocking the full potential of data and identity.

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.

• 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.

• 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 Service Now, Jira or other.

When you join Epsilon, we’ll create something EPIC together.We’re a global leader in data and identity, with deep expertise in digital media, clean rooms, customer data platforms, loyalty and marketing services. Positioned at the center of Publicis Groupe, Epsilon helps brands deliver personalized experiences at scale and build lasting customer relationships by unlocking the full potential of data and identity. Epsilon operates in 30+ countries across EMEA, the Americas and APAC, with more than 8,000 employees.

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