Global Customer Support Specialist

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.

Job Description

How You’ll Make an Impact

The Global Customer Support Specialist will report into the Director of Global Customer Support and work closely with a Team Leader as well as a global team within Platform Operations, Support, and Onboarding. The role will involve regular collaboration with cross-functional teams to ensure seamless operations and a consistent customer experience.

• Work together win together: This role offers an exciting opportunity to be a key player in delivering world-class customer support within a global, agile environment. You'll act as the first point of contact for customer issues, collaborating with various teams to resolve incidents and champion customer needs.
• Innovate with purpose: With hands-on experience in IT Service Management tools, you’ll help drive operational efficiency and contribute directly to customer satisfaction. The position aligns with Epsilon's values of teamwork, customer focus, and continuous improvement, making a real impact on the company's overall goals.

What You’ll Achieve

• You will be the first point of contact for customer support requests and incidents, playing a critical role in ensuring timely resolution and customer satisfaction.
• You’ll triage, troubleshoot, and classify cases, collaborating with Customer Success, System Reliability, and Engineering teams to drive solutions and advocate for customers' needs.
• Your work will directly impact Epsilon's operational efficiency by identifying trends, improving processes, and ensuring that customers have a seamless experience with Epsilon Retail Media's product offerings.
• This role opens doors to further opportunities within the company, such as advancing to a senior position or branching into different departments like Customer Success or Platform Operations.
• You'll develop valuable skills in technical support, customer relationship management, and team development. Plus, the exposure to tools like GCP, Big Query, and Postman will enhance your technical expertise and career progression in cloud technology, data management, and API testing, positioning you well for future growth in various technical areas.

Who You Are

• 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.

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.

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