Product Support Expert - Cape Town at Meltwater

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 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 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:

• University degree (any discipline)
• Solution-oriented and self-motivated personality
• Ability to think logically and provide solution-based suggestions
• Ability to prioritize requests to optimize efficiency and team synergy
• Strong technical aptitude - you can quickly learn and implement new technologies
• The ability to assess and understand a situation and create a sense of urgency
• An eye for detail, are 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 advantageous, but not required