German & English Speaking Product Support Expert at Meltwater

• We are looking for a full-time Product Support Expert to join our team here in our Cape Town office. We are on the lookout for someone who can prioritize in a high volume environment and understands our client’s needs on a daily basis.
• The Support Legends at Meltwater are part of our R&D department which consists of passionate people who take pride in going the extra mile to deliver outstanding service. You will be the first point of contact for helping our clients and work closely with our Client Experience and Product Management team.
• We are looking for people who are interested in developing their skills in an international and dynamic workplace, and a positive and solution-oriented attitude is a must-have.

Responsibilities

• Work within an international team to support our customers throughout the world.
• Manage, prioritize and troubleshoot support related requests through live chat and email channels
• Proactively engage with our Internal & External customers to ensure the best possible client experience is achieved.
• Work with various teams to troubleshoot & determine the root cause of problems and deliver effective solutions.
• Work on continuously improving the Product Support process.

Drive and implement new initiatives to take our support to the next level such as:

• Documenting standards, processes and procedures relating to best practices, issues and resolutions.
• Providing continuous feedback or suggestions to our Product Owners
• Interact with people at all levels throughout the organization.

Required Skills/Qualifications

• University degree (any discipline)
• Solution oriented and self-motivated personality
• Ability to think logically and provide solution-based suggestions
• Ability to prioritize requests in order to optimize efficiency and team synergy
• Strong technical aptitude - you are able to quickly learn and implement new technologies
• The ability to assess and understand a situation and create a sense of urgency
• An eye for the detail, proactive and enjoy being involved in multiple tasks at the same time
• Outstanding written and verbal communication skills in English
• Experience with ticketing systems like JIRA, Intercom or similar live chat platforms is a bonus