Customer Service Administrator

2 weeks ago

Eton Berkshire, United Kingdom Epsilon Full time

Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements.

Our tech paired with a world class services division is driving retailer media sales and enhanced Ad Serving for retailers of any size.

The Platform Operations teams are responsible for the support, reliability and stability of Epsilon Retail Media production systems, environments, and offerings. 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.
• 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
• 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.
• Experience with IT Service Management toolsets such as ServiceNow, Jira or other.
• Familiarity with Postman, Domo, Okta, and ServiceNow is also highly valued.

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.

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. 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. 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.

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