We are looking for a full-time Client Support Representative to join our team here in our Charlotte, North Carolina 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 Client Support Team at Meltwater is part of our Client Experience 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 a fast-paced and dynamic workplace, and a positive and solution-oriented attitude is a must-have.
What you'll do:
Provide excellent client support via email and live chat to enhance the client experience
Take ownership of support tickets from start to completion while providing value-added information
Be an expert on Meltwater products and features as they are launched and engage with our Product Experts globally
Drive and implement new initiatives to take our support to the next level
Contribute to our internal product training sessions and engage with our global Support team
What should you have:
University degree (any discipline)
Solution orientated 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
Flexibility to work different shift hours
An eye for 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 Zendesk and JIRA or similar live chat platforms is a bonus
Fluent speaking and writing in French or Spanish is also a bonus
What we offer:
Lots of opportunity for personal growth and development
State-of-the-art office with snacks, dogs and lots of coffee
A dynamic and fun work environment with amazing co-workers
Monthly company events/bonding
About the company
Founded in Oslo in 2001 before moving our headquarters to San Francisco in 2006, Meltwater is the global leader in media intelligence, with over 2,000 employees globally and 30,000 corporate clients. Our innovative products help businesses extract insights from billions of online conversations and articles – we call it Outside Insight.
For over fifteen years, Meltwater has maintained a very unique culture, based on a foundation and belief in people and the potential they possess, regardless of experience. Like many entrepreneurially focused companies, Meltwater employees embody the work-hard, play-hard spirit. Whether you meet an employee from San Diego or Hong Kong, you will likely discover many similarities in terms of their achievements, focus and superior communication skills.
Our office spaces are collaborative, open working environments in which teamwork, learning, and fun are the day-to-day norms. Each office consists of a number of small teams, ensuring that all of our employees have easy and frequent exposure to their managers and can quickly learn from those around them.
Meltwater is firmly committed to affording equal employment opportunities to all candidates and employees alike without regard to race, color, 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.