Total 18 job vacancies by Publicis Groupe

Why join us?

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, we are committed to promoting diversity and inclusivity within the workplace. We want to ensure that no job applicant, temporary worker or employee receives less favourable 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.

Role Purpose:

The Client Success Manager (CSM) is empowered to manage all aspects of the retailer relationships, from training internal teams to understand the benefits of our platform across their entire teams, making recommendations (with the support of the retail lead) including the trading and e-commerce sales divisions, through to supporting suppliers get the best out of the Epsilon Retail Media Network (RMN) platform. The position requires strong interpersonal skills to manage day-to-day client communication, a strategic mindset to help develop media recommendations and help to deliver the retailer's goals.

Responsibilities and Duties:

• Managing the day-to-day communication and collaboration with external brands/suppliers and internal cross-functional team members.
• Establish and communicate timelines of deliverables with suppliers and brand teams.
• Support the build of all material creation campaign completion, bespoke presentations, and marketing material.
• Support Suppliers with the campaign setup and optimization recommendations.
• Presenting the Epsilon RMN proposition both internally to retailers and also externally to brands.

The Product team forms the crux of our powerful platforms and connects millions of customers to the product magic. This team of innovative thinkers develop and build products that help Epsilon be a market differentiator.  They map the future and set new standards for our products, empowered with industry best practices, ML and AI capabilities. The team passionately delivers intelligent end-to-end solutions and plays a key role in Epsilon’s success story.

Why we are looking for you:

• You create AWS/Azure/GCP cloud-based infrastructure through Infrastructure as code (IaC)
• You deploy applications in client facing production environments
• You have passion to create automation to eliminate manual repetitive steps
• You have demonstrated creating predictive tools using AI/ML for cloud cost optimization
• You enhance our reputation by accepting ownership for unique requests
• Keenly explore opportunities to add value to assigned tasks

What you will enjoy in this role:

• Own end to end lifecycle management of client facing cloud infrastructure and application deployment for multiple digital marketing products
• Perform Site Reliability Engineering,  OS Patching, Vulnerability mitigation including Zero-day
• Collaborate with Product, Delivery, Support & Onboarding teams using industry standard Cloud-DevOps-Kanban practice
• An innovative team that’s not afraid to take risks, to enable faster time to market
• Collaborate with internal stakeholders to overcome blockers & keep lights on for customers
• Estimating AWS usage costs and identifying cost control mechanisms

What you will do:

• Work with IaC tools (Terraform, Ansible) & Amazon Web Services (AWS) of Compute, Storage, Serverless & Networking
• Automate manual repetitive steps & eliminate daily toil for the team
• Implement automation using CI/CD pipeline tools like GoCD
• Manage data Infrastructure such as Oracle / Redshift / EMR
• Use knowledge of Unix administration & networking with knowledge of SSO, SSL & LDAP
• Perform troubleshooting with K-ELK stack & Infrastructure monitoring
• Employ your AI/ML Ops skills to create automation tooling

As a Customer Experience Strategy Lead, you will work as both lead strategist and hands-on strategist within cross-disciplinary strategy teams. In your role you will focus primarily on omnichannel and digital strategy projects but you will have opportunity to flex across to brand strategy, creative strategy and product strategy as opportunities arise. You will focus on partnering with an existing priority client of the Groupe. 

· Strategy development & strategic leadership 

· Understand brand and scientific strategy, and the role of audience engagement to drive growth in complex treatment landscapes 

· Build omnichannel (paid, owned and earned) and digital strategies which help healthcare brands strengthen their relationships with people, guiding the strategic planning of channel and content strategies across connected journeys 

· Understand the drivers of CSAT & NPS across HCP segments, using “Voice of HCP” to investigate the root cause of identified CX issues. 

Ideate activities to improve customer experience and drive NPS uplift through digital & technology solutioning and channel / content experimentation.

Work closely with local Planners, Media & Data Engine teams to determine the optimal channel mix, potential KOLs and touchpoints for improved customer reach.

· Create brand messaging frameworks, communication plans against the customer journey and write creative briefs that synthesise insights into the jobs to be done from a creative perspective 

· Flex your strategic skills across client needs, supporting clear decision-making on how to deliver both audience value and business impact 

· Simplify and synthesise complex human journeys into clear, actionable insights and strategic deliverables, ensuring that your recommendations are informed by 

research and data. In this role you will routinely deliver personas, treatment journeys, adoption ladders, and other blueprints and guides that help clients make business decisions based on action-oriented, human insights 

· Leverage a range of strategic frameworks and planning tools to break down customer, communication, and channel strategies into actionable plans. Confidently create ecosystems, engagement journeys, user journeys, and comms plans to help brands create connected journeys for healthcare audiences 

· Where necessary, dig deeper into owned channel and content strategies to ensure brand experiences deliver value and utility to patients, carers and HCPs 

· Define the holistic omnichannel measurement strategies and KPIs and performance analytics for clients including test-and-learn/optimisation recommendations based on your strategy, expertise and past experience 

Client partnership & growth 

· Drive organic growth with clients by identifying new opportunities, and partnering with the broader CoLab team to develop them 

· Plan and lead client workshops 

· Support scoping tasks for strategic functions 

Communication & collaboration :

· Act as the strategic lead across multiple cross-functional projects (Commercial, Communications, Brand, MedEd), deliver omnichannel and/or digital strategies that support broader programme aims 

· Collaborate effectively and build ideas with the broader team, whether within your immediate country team or with teams outside of your country. 

· Partner with the other strategic disciplines, product/service design, media and data experts to shape new customer experience strategies across all platforms 

· Partner with Ops Lead and Client Management teams to plan projects, and show strong time awareness and time management skills 

Senior Product Support Analyst is responsible for providing support to Epsilon's home-grown products. This includes analyzing, triaging, replicating, testing, troubleshooting, provide technical work-around and suggestions to clients, pertaining to Epsilon’s core product. A working knowledge of AWS Cloud, SQL, RHEL, Java, .Net, Oracle DB and Shell/Perl scripting, combined with a general understanding of networking concepts, ITIL framework, with stake holder communication and management experience. Creates solutions by developing, implementing, and maintaining Java/J2EE Cloud (AWS) based components and interfaces.

Duties and Responsibilities:

• Responsible for development and maintenance of product with technologies involving Enterprise Java and Distributed technologies on Cloud, DevOps Continuous Delivery pipeline.
• Understand the issues raised by customers, do the deep dive analysis on impacted areas, come up with solution to un-block the customer.
• Responsible for providing the detailed Root Cause Analysis report once the Issue is resolved.
• Proactive towards taking up the initiatives and implement them with utmost quality.
• Identify the pain areas in resolving the customer areas and come up with the plan to automate the resolution process thus reducing the turnaround time.
• Automation of deployment, customization, upgrades, and monitoring through DevOps tools meant for Cloud management.
• Work with cross-functional teams during crisis to address and resolve complex incidents.
• Ability to understand the customer issue in its entirety, triage, analyze, troubleshoot and where possible assist in resolving customer issues.
• Ability to associate priorities, risks with issues logged and actively escalate where required.
• Ability to drive issues to closure through interaction with a wide variety of stakeholders. 
• Team player who is ready to contribute, lead and own elements of troubleshooting and problem resolution.
• Documenting troubleshooting and problem resolution steps, by determining best course of action.
• Ability to learn and adapt to new technologies based on organization needs.
• Ensure all tickets meet the targets for resolution, escalation, documentation & completion.
• Collaborate with developers, product manager, business analysts and business users in conceptualizing, estimating, and developing new software applications and enhancements.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Why we are looking for you:

• You have good experience in Campaign management tool administration
• You are good at Unica and Adobe Campaign installation and upgrade on Windows

What you will enjoy in this role:

• As part of the Epsilon Data Platform Martech services team you will enjoy working on vast variety of Campaign management tools
• You will have the opportunity to be part of a global team supporting clients in many industry verticals

What you will do:

• Work with different groups to design, test, and maintain complex Campaign deployments with tools like Unica and Adobe Campaign
• Maintain user accounts following security guidelines, license agreements and access requirements
• Support and troubleshoot production systems as required, optimizing performance, resolving production problems, Implementing minor patch updates and major version upgrades.
• Perform problem solving, debugging
• Support the monitoring of system loads, enhancement of reports/queries and other ongoing support tasks
• Work in conjunction with network administrators, database administrators, and security personnel, to provide architecture solutions and administration guidelines for Unica and Adobe Campaign
• Should be able to triage database performance issues with SQL being sent to the database from the campaign processing
• Troubleshooting the issues/errors in the Campaign Applications. Monitoring system health, provide input for the application server, and DB server cleanup activities.
• Follow provided recommendations for upgrades and own installs of new environments

Why join us?

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, we are committed to promoting diversity and inclusivity within the workplace. We want to ensure that no job applicant, temporary worker or employee receives less favourable 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.

Role Purpose:

The Senior Customer Success Manager role is an integral part of the team and is responsible for driving performance and sales support for our retailer partnerships in APJ. This role is centred on supporting our retailer teams throughout the pre and post onboarding process. This includes managing the day-to-day support for our retailer partners, and providing efficiency in the development and operational management. The position requires strong interpersonal skills to manage day-to-day client communication, a strategic mindset to help develop media recommendations and help to deliver the retailer's goals.

Responsibilities and Duties:

• Provide world-class service to our retail partners, manage the day-to-day communication and collaboration with external brands/suppliers and internal cross-functional team members
• Present the platform through succinct and efficient demo’s as and when required
• Responsible for the commercial strategy to ensure success for both parties.
• Prepare and present monthly performance reviews for individual clients to report on key performance metrics and recommendations for future strategies to enhance ROI
• Support the build of all material creation campaign completion, bespoke presentations, marketing material.
• Support Suppliers with the campaign set up and optimization recommendations
• Help to monitor overall campaign performance, where necessary, provide recommendations
• Inform our retailer of their campaign status each month, if necessary, gather approvals from Business Lead and/or client on optimizations on improvements etc.

Why we are looking for you:

• You have good experience in Unica Campaign administration and BO administration
• You are good at Unica Campaign/BO installation and migration on Windows
• You are good in understanding BI/BO/Unica Campaign architectures

What you will enjoy in this role:

• As part of the Data Platform Martech services team you will enjoy working on vast variety of Martech tools
• You will have the opportunity to be part of a global team supporting clients in many industry verticals

What you will do:

• Devising and delivering appropriate BI/Campaign architectures and technical solutions to meet business needs and requirements.
• Provide guidelines on capacity planning, license model and DR plans for BI/Campaign tools.
• Research and evaluate alternate solutions and recommendations
• Identifies project risks and impediments, notifies management, and proactively works with team members to complete assigned tasks as defined by project scope, timelines\
• Must follow project timelines and raise flags or concerns when necessary.
• Acts as coach in one or more project teams and monitors the functional/technical side as well as the progress of the project
• Proactively address client issues, prepare alternatives and implement solutions.
• Perform root cause analysis and defect correction as necessary.
• Contribute to the project planning process by estimating BI reporting and Campaign tasks and deliverables.
• Should be able to work in parallel multiple projects without affecting deliverables
• Work with different groups to design, test, and maintain complex BI deployments with tools like SAP Business Objects, Tableau, Micro strategy and IBM Cognos,Unica Campaign
• Maintain user accounts following security guidelines, license agreements and access requirements
• Perform auditing functions and required metrics / reports
• Support and troubleshoot production systems as required, optimizing performance, resolving production problems, Implementing minor SP updates and major version upgrades.
• Perform problem solving, debugging, and unit testing for multi-tiered SAP BI 4.x landscape (Windows) and Unica Campaign landscape
• Support the monitoring of system loads, enhancement of reports/queries and other ongoing support tasks
• Work in conjunction with network administrators, database administrators, and security personnel, to provide architecture solutions and administration guidelines for Enterprise SAP Business Objects and Unica Campaign
• Promote changes through the landscape by using SAP Business Objects Promotion Management
• Configure, implement and maintain Publications and Scheduling (report bursting/ report distribution)
• Devise upgrade and install plans
• Provide recommendations for upgrades and own installs of new environments

About BU

Keepers of the connections we make, the Solution Delivery comes with a great focus on knowing and identifying the right customers for our global clients. Our CRM platform equipped with best-in-class technology, unmatched data expertise and identity resolution capabilities. built on state-of-the-art technologies like Redshift and Matillion, is a powerful product. Driven by data and analytics, the team creates custom solutions for each client and is one of the fastest growing tribes at Epsilon India.

Why we are looking for you

At Epsilon, we run on our people’s ideas. It’s how we solve problems and exceed expectations. Our team is now growing, and we are on the lookout for talented individuals who always raise the bar by constantly challenging themselves and are experts in building customized solutions in the digital marketing space.

Apply today and be part of a creative, innovative and talented team that’s not afraid to push boundaries or take risks.

What you will enjoy in this role

Creates user information solutions by developing, implementing, and maintaining applications based on latest Microsoft and Cloud platform.

What you will do

The "Director of Client Support Engineering" is tasked with managing a team focused on achieving customer satisfaction by delivering high-quality, value-driven services. The Client Support Engineer Team provides 24/7 support for Epsilon solutions, overseeing production processes, managing incidents, diagnosing and resolving application issues, and ensuring optimal performance. Responsibilities include analyzing and prioritizing incidents, coordinating with various teams for issue resolution within agreed SLAs. This role encompasses incident and problem management, service requests, defect management, release and deployment, transition management, service validation, service reporting, configuration management, knowledge management, and continuous service improvement based on the ITIL framework.

End to End Service Delivery responsibility across below listed Operational activities.

• Monitoring & Troubleshooting
  • All data exchanges, data processing, system response, up times, backups, and end user functionality are running per SLA
  • All alerts are acted upon and followed up according to run book to avoid production incidents
• ITIL and Platform Administration
  • All incidents are acted upon within SLA limits to avoid penalties
  • Ongoing service requests and tickets are acted upon in accordance with SLA expectations
  • Platform is kept up to date with patching schedules, vulnerability checks, certificates, and system audits
  • Reduction in incident, client reported issues, and penalty volumes (improvement in quality) should there be any ongoing issues with account
• Operations Management
  • Understanding of client objectives and Epsilon's value delivery against them
  • All metrics and operational KPIs are captured, tracked, and reported upon in accordance with client SLA commitments and contractual obligations
  • Manage established contract & scope and manage scope changes through established processes
  • Client Satisfaction
• Transition Management
  • Ensure well documented procedures are established to transition solution to manage phase (Run Book, Ops Checklist, audit procedures, etc)
  • Ensure all Knowledge transfer and training is complete.
  • Time to onboard new resources to account should reduce over time
• Solution Expertise & Standards
  • Creation of repeatable frameworks / standards / Operational automation
  • Vertical/Operational Expertise
  • Publication of best practices

Provide IT technical support, by remote and/or onsite means, to the end user/customer community in the Publicis Groupe Agencies within the market. 

This involves first level technical support of all matters of IT, including but not exclusive to, Desktop Services, Network & Wireless Infrastructure, File & Print Services, Applications and Messaging. The role also involves assisting with the implementation of any initiatives or projects in line with Groupe strategy. 

The role requires an individual to not only be customer focused and to be able to work individually with the user/customer community, but also to work as part of a wider local & regional Resources IT team and interact and assist that team where and when required. 

Key Accountabilities: 

1. Installation, configuration & maintenance of local infrastructure (i.e. desktop, server, hardware, OS, software, telephony & networking) 

1. Identify, analyse, troubleshoot & resolve IT incidents & service requests within specified agreed SLA timeframes 

1. Ensure the correct operational and change management processes and procedures are adhered to at all times 

1. Manage customer expectation with regular & effective communication and updates.  

1. Escalate severe incidents to Country IT manager/team lead and/or relevant regional functional lead. 

1. Provide customer induction & training as and when required 

1. Perform routine operational & administrative duties (e.g. ID provisioning, access control, back up & restore) 

1. Assist & support Groupe initiatives/projects and operational matters as and when required. 

1. Work closely with the Global Solution Centre (and other functional IT teams) on all day-to-day customer support matters.  

Key duties:  

1. React to issues in a controlled and professional manner 

1. Communicate with the agency user community in non-IT language 

1. Be discreet and maintain confidentiality when around, or have access to, sensitive information. 

1. Ensure client pitch activity is supported to the highest standard 

1. Investigate patiently about a user problem to better determine the solution 

1. From time to time, may be required to work extended hours to achieve immediate business driven results 

About the role

The “Production Support Engineer – 2” is responsible for executing and monitoring production processes as well as for managing production incidents.  This includes troubleshooting and escalation of incidents and anomalies in processing.  The position will require an ability to clearly communicate technical issues in writing and verbally. Candidate will be required to read technical specifications and validate data extracts and reporting based on previously defined business requirements. Candidate is expected to assist in troubleshooting a variety of issues across multiple environments.

Job Requirements:

• Monitor and verify program execution, identification and communication of processing variances
• (e.g. run time, record counts, etc.) and potential issues
• Manage Production alerts and take necessary action as per the run-book
• Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure
• Maintain and adhere production schedules to include ad-hoc requests
• Stopping and starting system processes
• Troubleshoot failures and determine best course of action
• Internal Stakeholder communications with respect to the daily production cycles
• Documenting all Operational activities (Known Error Database, reports, Troubleshooting steps, Operation manual, important mail communications)
• SLA Adherence
• Flexible to work in shifts ( APAC, EMEA, NA)
• Assist with restores and backup requests
• Stopping and starting system processes
• Production Trend analysis & Root cause analysis of the issues
• Ability to handle operational activities across accounts and Domains

The “Client Support Engineer – 2” is responsible for executing and monitoring production processes as well as for managing production incidents.  This includes troubleshooting and escalation of incidents and anomalies in processing.  The position will require an ability to clearly communicate technical issues in writing and verbally. Candidate will be required to read technical specifications and validate data extracts and reporting based on previously defined business requirements. Candidate is expected to assist in troubleshooting a variety of issues across multiple environments.

Job Requirements

• Monitor and verify program execution, identification and communication of processing variances
• (e.g. run time, record counts, etc.) and potential issues
• Manage Production alerts and take necessary action as per the run-book
• Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure
• Maintain and adhere production schedules to include ad-hoc requests
• Stopping and starting system processes
• Troubleshoot failures and determine best course of action
• Internal Stakeholder communications with respect to the daily production cycles
• Documenting all Operational activities (Known Error Database, reports, Troubleshooting steps, Operation manual, important mail communications)
• SLA Adherence
• Flexible to work in shifts ( APAC, EMEA, NA)
• Assist with restores and backup requests
• Production Trend analysis & Root cause analysis of the issues
• Ability to handle operational activities across accounts and Domains

The Production Support Engineer – 3 / Senior Client Support Engineer is responsible for executing and monitoring production processes as well as for managing production incidents.  This includes troubleshooting and escalation of incidents and anomalies in processing.  The position will require an ability to clearly communicate technical issues in writing and verbally. Candidate will be required to read technical specifications and validate data extracts and reporting based on previously defined business requirements. Candidate is expected to assist in troubleshooting a variety of issues across multiple environments. The candidate is also expected to act as the key liaison between the client and the Epsilon Operations Support team.

Job Requirements:

• Monitor and verify program execution, identification and communication of processing variances
• (e.g. run time, record counts, etc.) and potential issues
• Manage Production alerts and take necessary action as per the run-book
• Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure
• Maintain and adhere production schedules to include ad-hoc requests
• Stopping and starting system processes
• Troubleshoot failures and determine best course of action
• Communicate internally and externally at all levels within the client and Epsilon organizations
• Documenting all Operational activities (Known Error Database, reports, Troubleshooting steps, Operation manual, important mail communications)
• SLA Adherence
• Flexible to work in shifts ( APAC, EMEA, NA)
• Assist with restores and backup requests
• Stopping and starting system processes
• Production Trend analysis & Root cause analysis of the issues
• Ability to handle operational activities across multiple accounts and Domains
• Ensure compliance and production standards by attending final code review meetings to determine
• Production readiness (e.g. validate coding standards against the production readiness checklist, etc.)
• Review and perform research for any client queries regarding production audits and reporting.
• Trend analysis and Problem Management with RCA
• Work with the operations development team to implement technical solutions for production issues
• Develop and execute test plans to ensure quality resolutions
• Identify and implement process improvements                     
• Review the Operational documents and update frequently                
• Automation and identify opportunities to enhance operational performance

Key Accountabilities:

1. Manage the Headcount monthly reports for accurate inventory forecasting.
2. Perform yearly and quarterly projections to ensure inventory levels meet business demands.
3. Plan capacity for new hires (NH) and terminations to optimize asset utilization.
4. Supervise the entire order lifecycle from quotation to delivery, ensuring compliance with organizational standards and customer satisfaction.
5. Design and implement robust data management and reporting strategies to enhance decision-making and performance tracking.
6. Develop and refine DaaS-related processes and policies, driving continuous improvement and adherence to best practices and compliance standards.

Key duties:

1. Handle quotation requests, AR submissions, PR creation, and the subsequent follow-up on these items.
2. Coordinate delivery schedules, ensuring timely receipt and distribution of IT assets.
3. Regularly update and maintain a comprehensive database of all IT assets, conducting data verification and correction as needed.
4. Generate regular reports on DaaS operations, maintaining high standards of data quality and sanity.
5. Analyse reports to identify trends and actionable insights for inventory and order management.
6. Execute the disposal of IT assets, coordinate insurance claims, and manage the logistics of asset returns and replacements.
7. Facilitate remote asset repairs, coordinating with technical teams and service providers.
8. Assist operational leads in ensuring SLA compliance and effective resource allocation.

The “Client Support Engineer – 2” is responsible for executing and monitoring production processes as well as for managing production incidents.  This includes troubleshooting and escalation of incidents and anomalies in processing.  The position will require an ability to clearly communicate technical issues in writing and verbally. Candidate will be required to read technical specifications and validate data extracts and reporting based on previously defined business requirements. Candidate is expected to assist in troubleshooting a variety of issues across multiple environments.

Job Requirements

• Monitor and verify program execution, identification and communication of processing variances
• (e.g. run time, record counts, etc.) and potential issues
• Manage Production alerts and take necessary action as per the run-book
• Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure
• Maintain and adhere production schedules to include ad-hoc requests
• Stopping and starting system processes
• Troubleshoot failures and determine best course of action
• Internal Stakeholder communications with respect to the daily production cycles
• Documenting all Operational activities (Known Error Database, reports, Troubleshooting steps, Operation manual, important mail communications)
• SLA Adherence
• Flexible to work in shifts ( APAC, EMEA, NA)
• Assist with restores and backup requests
• Production Trend analysis & Root cause analysis of the issues
• Ability to handle operational activities across accounts and Domains

Skills (must have)

• B.Tech or other graduation in Information and technology degree is must.
• MCP certification
• 24/7 environment support model.
• Minimum 1 year experience in information technology or technical support
• Good understanding of software/hardware platforms, OS, Network and voice infrastructure
• Working knowledge of security software options and functionality preferred
• Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills.
• Familiarity with remote desktop applications and help desk software (eg. Bomgar)
• Ability to work in fast paced self-directed environment
• Extensive familiarity with Windows operating systems and MS Office products

Skills (good to have)

• ServiceNow knowledge
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be self-motivator and self-starter
• Exceptional listening and analytical skills
• Additional certification in Microsoft, Cisco or similar technologies is a plus

Responsibilities

• Taking ownership of customer issues reported and seeing problems through to resolution
• Asking customers specific questions for quickly understanding the root of problems
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure all issues are properly logged and tracked till closure.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge and updates in the form of IT/Customer notes in ticket.
• Prioritizing and managing several unresolved problems at the same time
• Communicating clients through various channels (e.g. phone, email, chat) until their technical issues get resolved