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Client Support Representative - French & English Speaking
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Media Intelligence




Entry level

Applications are considered on a rolling basis

Location: Charlotte

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Contact Person
Sarah Shoemaker

Job Description

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 & Engineering 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
  • Be able to remained organized and be able to prioritize in a high-volume environment
  • 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

Important Information:

  • All Meltwater offices are currently remote. This position will be onboarded remotely, but will ultimately be based out of Charlotte, NC
  • Successful applicants will be invited to interview; the interview process is:
    • Phone Interview
    • Hiring Manager Interviews
    • Final Interview
  • Compensation structure:
    • Base Salary: $36,000 USD
    • Team Bonuses (quarterly): 50% annually/$18,000 USD
    • OTE (on target earnings): $54,000 USD annually
  • Comprehensive Benefits Package
    • Health Coverage (Dental, Medical, Vision, for both you and dependents)
    • Life Insurance
    • Retirement Savings and Employer Matching
    • Paid Maternity and Paternity Leave
    • Competitive PTO Plan
    • Paid Holidays
    • Ongoing Training and Professional Development
    • Flex Spending Accounts (Child Care, Commuter, Health)
    • Wellness Program (Gym Subsidies, Guest Speakers/Advocate Programs, 24/7 virtual mental health support
    • Prime Office Locations, Flexible & Remote Working Policies
Skills & Requirements

What should you have:

  • University degree (any discipline) with strong academic results
  • 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
  • Be detailed, proactive, and goal oriented
  • Outstanding written and verbal communication skills in English as well as French
  • Experience with ticketing systems like Zendesk and JIRA or similar live chat platforms is a bonus
About the company

Why Meltwater?

Meltwater has gone from humble beginnings in Oslo, Norway in 2001 to the global leader in media intelligence with 30,000 global clients today. We provide solutions to help modern PR, communication, and marketing professionals better understand their current media landscape, both in the news & social media.

For almost 20 years, Meltwater has maintained a very unique culture based on a foundation and belief in people and the potential they possess, regardless of experience. Our motto? When you have the right people in the right working environment, great things happen. There are 2,000 members of the Meltwater family residing in 55 offices across 25 countries around the world. No matter what office you’re in, you’ll be surrounded by the best colleagues you’ve ever had.

Meltwater employees embody the work-hard, play-hard spirit through our 3 core values- Moro (fun), Enere (number one) and Respect (Respect). These founding principles stem from our Norweigan roots and are why Meltwater has been named a Great Place to Work in several markets across the globe. We have high energy, open concept offices that focus on teamwork and collaboration. We ensure our employees have easy access to management and learn quickly from those around them.

At Meltwater, the average isn’t good enough. Our goal is to build a groundbreaking company supported by a thriving culture in which our people aspire to exceed their personal expectations. We only promote our sales leadership team from within the company, and our goal is to facilitate your long-term professional growth.

Our work is fun, challenging and rewarding, and we’re looking for driven individuals, passionate about learning business by doing it.

Equal Opportunity

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.

The “EEO is the Law” poster is available at: http://bit.ly/2KBm9Ei

And “EEO is the Law Supplement” poster is available at: http://bit.ly/2Kmxnxd

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.

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