French & English speaking Product Support Expert
Do you want to work in a dynamic global organization, solving interesting, real-time problems? We are looking for ambitious professionals who would like to grow with our Product Support team. This role requires someone with great communication and technical skills whilst being able to stay calm in high pressure situations. The role involves identifying and solving application and system issues that are disrupting Meltwater’s business critical Media Intelligence Platform.
Location: Cape Town, South Africa (Hybrid Model)
Application Deadline: 31 Jan 2023
Start Date: Immediately
University degree (any discipline)
Must be able to write and speak fluently in French & English.
CV and a cover letter in English
Please note: Applications will not be considered should you not have all of the above prerequisites.
We are looking for a full-time Product Support Expert to join our team here in our Cape Town office. We are on the lookout for someone who can prioritize in a high volume environment and understands our client’s needs on a daily basis.
The Support Legends at Meltwater are part of our R&D department which consists of passionate people who take pride in going the extra mile to deliver outstanding service. You will be the first point of contact for helping our clients and work closely with our Client Experience and Product Management team.
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.
Work within an international team to support our customers throughout the world.
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 process.
Drive and implement new initiatives to take our support to the next level such as:
Documenting standards, processes and procedures relating to best practices, issues and resolutions.
Providing continuous feedback or suggestions to our Product Owners
Interact with people at all levels throughout the organization.
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 the detail, 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 a bonus
What you can expect from us:
Work in a friendly, international and welcoming environment.
Challenging tasks to solve in collaboration with other international teams.
A lot of opportunity for personal growth and development
Competitive salary and benefits including equity
Quarterly company events/bonding
Fun, cosmopolitan and international work culture
Continuous training throughout your career
Accelerated leadership and promotion program
Global career opportunities
Competitive salary model
At Meltwater, we believe that when you have the right people in the right working environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to analyze over a billion pieces of data each day and make better business decisions.
Our award-winning culture is our north star and drives everything we do – from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products — and making sure to celebrate our successes and have fun along the way.
We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to reach your goals.
So, in a nutshell, that's Meltwater. We love working here, and we think you will too.
Meltwater is firmly committed to affording equal employment opportunities to all candidates and employees alike without regard to race, colour, religion, age, national origin, gender, sexual orientation, gender identity or gender expression, marital status disability, veteran status and we treat each individual with respect and dignity.
On-Line Accessibility Directive: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us here for assistance.