Product Support Engineer at Meltwater

Responsibilities:

• Work within an international team to support our Global Portfolio of Customers across a diverse range of industries.
• Manage, prioritize and troubleshoot a pipeline of tickets, application requests and project activities.
• Respond to system-generated alerts/escalations relating to any failures on the service platform.
• Work with various teams to troubleshoot & determine the root cause of problems and deliver effective solutions.
• Proactively engage with our Internal and external customers to ensure the best possible client experience is achieved.
• Work on continuously improving the Product Support processes including workflows, tools and efficiencies.
• Drive and implement new initiatives to take our support to the next level such as (but not limited to):
• Designing creative solutions to customer issues.
• Engaging with stakeholders across multiple departments to enhance the client lifecycle.
• Documenting standards, processes and procedures relating to best practices, issues and resolutions.
• Providing continuous feedback or suggestions to our Product Owners.
• Opportunity to interact and collaborate with Meltwater Legends at all levels throughout the organization.

Required Skills/Qualifications

• University degree (any discipline)
• Excellent written and verbal professional communication skills.
• 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 detail, proactive and enjoy being involved in multiple tasks at the same time.
• Outstanding written and verbal communication skills in English.
• Investigation and diagnostic skills.
• HTML and CSS.
• Ability to empathize with end users and interact with people at all levels throughout the organization.
• Experience with ticketing systems like JIRA, Intercom or similar live chat platforms is advantageous, but not required.
• Experience with MySQL/MSSQL or MongoDB/NoSQL or Experience developing in Angular.js, Node.js, Java, PHP, Python or JavaScript/jQuery is advantageous, but not required.