Global Customer Support Specialist

2 weeks ago

South Brisbane, Australia CitrusAd Full time

Job Description:


Launched in 2017, CitrusAd was purposely built with a retailer-first focus creating incremental revenue opportunities through a best-in-class technology platform and a services division to create and develop leading Publisher Monetization programs.

This winning combination of tech and highly experienced services allows us to unleash the potential of online shelf space, where CitrusAd effectively turns retailer websites into highly targeted and effective marketing platforms - changing the way in which retailers, advertisers and customers manage and experience e-commerce.

In September 2021 CitrusAd was acquired by Publicis Groupe (FTSE 100 Company) the third-largest communications Groupe in the world. We are now proud to be part of their overall Global Media business, delivering excellence in eCommerce.

While Publicis Groupe is majorly made up of communications, media, and health agencies, Publicis has created a product hub, this is Epsilon, and CitrusAd is the retail media arm of Epsilon.

We're committed to fuelling our team members' passion for creativity, community involvement and work/life balance. After all, it's our people that take us from great to incredible. If you thrive in a creative, fun, teamwork atmosphere, this job may be for you

About the role:

The Platform Operations teams are responsible for the support, reliability and stability of CitrusAd 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 deployment, 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 "centre of excellence" that allows for a full-service delivery support cycle.

This role is responsible for capturing, diagnosing, troubleshooting and triaging customer support cases while remaining professional and friendly. The Global Customer Support Specialist establishes and maintains great customer relationships providing high-quality customer service.

The team member does this by creating and leveraging strong team relationships, knowledge capture and coordinating support with other teams across the business.

This role will focus on providing a premium customer support experience for all of our customers, learning and contributing to production reliability while also continually improving personal skill sets within CitrusAd products and disciplines.


About you:

-
Strong customer service and professional oral and written communication skills

  • Proven record of achievement and success in Customer Support in a comparable role, preferably in clientfacing capacity
  • Have strong organisational skills, and enjoy a dynamic and agile working environment
  • Experience with IT Service Management toolsets such as ServiceNow, Jira or other
  • Experience performing IT support services in a high availability (HA) environment such as 24/7 operations with an oncall component for Level 1 in a heightened support period

Love this job and want to apply?
Do not be discouraged if you do not hear from us right away. We are taking our time to review all resumes and portfolios to find the best people for CitrusAd.

Our Perks and Benefits:

Here at CitrusAd we are all about our people.

We are one global company made up exclusively of knowledgeable, passionate, and creative individuals with expansive experience coming together to reach shared goals.

Above all, CitrusAd is committed to promoting diversity and inclusivity within the workplace.

We want to ensure that no job applicant, temporary worker or employee receives less favorable treatment on the grounds of age, disability, gender and transgender status, race and ethnicity, religion, and belief (including no belief), marriage or civil partnership status or sexual orientation.


Simply put - we love our people and understand it is each of us coming together to create a winning.


To support you, we will provide you with:

  • Free gym membership
  • Mental Health First Aiders
  • Parental Leave up to 18 weeks paid for primary carers and up to 4 weeks paid for secondary carers
  • ANZ L&D knowledge hub, and many more


Consider a career at CitrusAd and be a part of one of the most influential and growing tech companies in our industry.

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