Senior Global Customer Support Analyst

Epsilon Retail Media Customer Support RoleEpsilon 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. 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.ResponsibilitiesAct 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.QualificationsPassionate about people and service with a strong customer service background with professional oral and written communication skills.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.Epsilon operates in 30+ countries across EMEA, the Americas and APAC, with more than 8,000 employees. Epsilon has five values that define our culture and guide us as we create value for our clients, our people and consumers: Act with integrity. Work together to win together. Innovate with purpose. Respect all voices. Empower with accountability.As an Epsilon employee, you deserve perks and benefits that put you, your family and your finances first. Our benefits encompass a wide range of offerings, including but not limited to: Flexible time off (FTO), 14 paid holidays, paid sick time, parental/new child leave, childcare & elder care assistance, adoption assistance, comprehensive health coverage, 401(k), tuition assistance, commuter benefits, professional development, employee recognition, charitable donation matching, health coaching and counseling.Epsilon is an Equal Opportunity Employer. Epsilon's policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories.Compensation Range: USD $76,400.00 - USD $141,800.00/Annually. TEAM One Inc Defunct