We at our Bengaluru office are looking for a Product Support Engineer - Report Analyst, who wants 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 job opening is a dual role of Report Analyst and Product Support Engineer.
Report Analysts help drive critical business decisions by analyzing metrics and designing reports. Then communicate these results to managers.
Product Support Engineer is a technical role within the Global Support group. Engineers use their understanding of Meltwater technologies and products and work on our customer's business objectives to drive support tickets to closure.
Key Performance Indicators would be client/sales satisfaction along with the system and support SLAs being met and reduction of client churn.
Create business reports (quarterly/monthly) that provide insight into the number of incoming issues versus the number of issues resolved.
Develop queries to extract data for different needs.
Reviews data to ensure accuracy and validity of the reports.
Communicate the results of the data in written and verbal form to managers.
Stay abreast of changes in reporting needs to make updates to reports.
Determine the trend of the types of the incoming issue.
Design and execute automated procedures for any manual tasks.
Provide dotted line support to the Meltwater Application, who administer a variety of technical projects related to the maintenance of the applications.
Manage, prioritize and troubleshoot a pipeline of tickets, application requests, and project activities.
Respond to system-generated alerts/escalations relating to any failures on the service platform.
Investigate and troubleshoot tickets thoroughly and send out accurate responses.
Follow support case management practices, including meeting SLAs, making sure cases are up to date in the Support System of Record (JSM).
Clear, concise, and effective communication to customers, vendors, and within Meltwater.
3 to 5 years experience in reporting, Application, or Product Support.
Knowledge of Tableau, EazyBI, Power BI, or any other reporting tools.
Excellent troubleshooting and problem-solving skills.
Investigation and diagnostic skills
Good understanding of at least one scripting or programming language.
Basics of Unix/Linux.
Fluent English communication skills, both written and spoken.
Programming language knowledge.
Experience with MongoDB/NoSQL or MySQL/MSSQL.
AWS Knowledge is a plus.
Experience with developing or troubleshooting on social media platforms.
Design and/or web development.
Other programming languages/scripting, ie:NodeJS, Python, Regular Expressions, etc.
Fresh fruits & free drinks
Personal Branding Support
Ergonomic desks and chairs
Opportunities to travel in Europe and the U.S.
Open Source Contributions
Conferences and Tech Talks
Meltwater, a pioneer of media intelligence and now Outside Insight, gives businesses the information advantage they need to stay ahead. More than 30,000 companies have used Meltwater’s media intelligence to stay on top of billions of online conversations and extract relevant insights to strategically manage their brands. Meltwater is dedicated to personal, global service built on the local expertise of 55 offices across six continents. Meltwater is also committed to fostering the data science ecosystem through MEST, a pan-African entrepreneurial program and incubator, and Shack15, a global data science community. Learn more at meltwater.com.
All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!
We are more than 2000 people across the globe, so there is a lot going on. We believe in diversity and inclusion, and building teams with a wide variety of backgrounds and perspectives. This approach not only raises the quality of our products for our customers, but makes collaboration along the way much more fun.
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
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