Meltwater helps companies make better, more informed decisions based on insights from the outside. We believe that business strategy will be increasingly shaped by insights from online data. Organizations will look outside, beyond their internal reporting systems to a world of data that is constantly growing and changing. Our customers use these insights to ...
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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.
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