Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 25 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agency’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies. When combined with its strength in performance creative and media, Merkle creates customer experiences that drive improved marketing results and shareholder value. With more than 4,100 employees, Merkle is headquartered in Columbia, Maryland with 16 additional offices in the US and 8 offices in Europe and Asia. In 2016, the agency joined the Dentsu Aegis Network.

Job Purpose:

The purpose of this role is to provide support and assistance for software applications or platforms within client projects, serving as a central hub for addressing customer inquiries, issues, and concerns, with the goal of ensuring a positive and satisfactory experience for customers while representing the organization in a professional and helpful manner.

Key Responsibilities:

• Main and single point of contact for power users, customer-centric and business-oriented (feedback and follow-up).
• Coordination of ticket resolution with internal, external and vendors teams.
• Event- and Incident Management.
• Escalation Management.
• Automation and monitoring processes for alerts to proactively spot issues before the customer.
• High-Level Business Impact Analysis.
• Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
• Trend analysis to address root causes.
• Continuous service improvement to reduce incidents and their impacts.
• Overall Tickets backlog management.
• Participate in 24X7 on-call rotations and provide after-hours support as needed.

• Completed studies or training as an IT specialist in application development or system integration.
• 3+ years of experience in support, troubleshooting with customers and dealing with ticketing systems.
• Understanding of Service Desk procedures and processes.
• Experience with JIRA/Confluence and ServiceNow tools.
• Proficient with ITIL framework. ITIL4 certification is an advantage

Professional Skills:

• Excellent organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Fluency in English, good practice of German and/or French a plus.
• Structured and analytical problem solving and solution identifying in complex environments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment (ADDED)
• Ability to multi-task and use good business judgement.
• Eagerness to learn and adapt to new technologies and processes.
• Strong customer service orientation.

Merkle is an equal opportunity employer; you will be considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran, or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

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