Product Support Expert at Meltwater

Description

Are you seeking an opportunity to work in a thriving global organization, tackling captivating, real-time challenges? We have an opening for an ambitious Product Support Expert who wishes to advance within our Product Support team. This position necessitates exceptional communication and technical aptitude, coupled with the ability to maintain composure in high-pressure scenarios. As a part of this role, you will be responsible for identifying and resolving application and system issues that disrupt Meltwater's business-critical Media Intelligence Platform.

We are currently seeking a full-time Product Support Expert to join our Cape Town office. We are searching for an individual who can effectively prioritize tasks in a fast-paced environment and comprehend our clients' requirements on a daily basis. At Meltwater, our Support Legends are a dedicated team of individuals who take pride in going above and beyond to deliver exceptional service. As the primary point of contact for our clients, you will collaborate closely with our Client Experience and Product Management teams.

We are interested in individuals who wish to enhance their skills in an international and dynamic workplace. A positive and solution-oriented mindset is essential for this role.
 

Prerequisite - Applications will not be considered should you not have all of the below prerequisites.

• University degree (any discipline)
• Must be able to write and speak fluently in English

Responsibilities

• 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.

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 detail, proactive and enjoy being involved in multiple tasks at the same time
• Outstanding written and verbal communication skills in English and French
• Experience with ticketing systems like JIRA, Intercom or similar live chat platforms is advantageous, but not required