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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Are you a technically savvy, problem-solver, with excellent communication skills? Meltwater is seeking a Product Support Engineer to join our growing team in our beautiful Cape Town office. You will be responsible for identifying and resolving critical application and system issues, while designing sustainable, long-term workflow solutions. As part of our dynamic, global team, you'll collaborate closely with Client Experience and Product Management to deliver unparalleled service. The Support Legends at Meltwater are a team of passionate people who take pride in going the extra mile to deliver outstanding service.
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.
What You'll Do:
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 & 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.
What You'll Bring:
A bachelor’s degree in any field
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 the 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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