The Product Support Team at Meltwater is part of our Product & Engineering department, a group of passionate people who take pride in going the extra mile to deliver outstanding service and technology to our customers. As a Product Support Expert, you will be the first point of contact for helping our clients utilize and gain value from Meltwater solutions.
We are looking for people who are interested in developing their skills in a fast-paced and dynamic workplace, while helping our customers and colleagues with all things Meltwater. A positive and solution-oriented attitude is a must-have.
What you'll do:
Provide prompt, friendly and knowledgeable customer service via email and live chat support channels
Take ownership of support tickets from start to completion while providing value-added information
Become an expert on Meltwater products and features and understand how they provide value to our customers in different industries
Deliver high quality, captivating online training for Meltwater customers, highlighting the business value of Meltwater applications to address client needs
Create and maintain documentation and resources for both client training and the Product Support Team’s continuing knowledge
Be able to remain organized and calm while prioritizing tasks in a high-volume environment
Collaborate and work with different team members on projects and day-to-day tasks
This is a fully remote position and we welcome applicants who reside in the following US states - California, Colorado, District of Columbia (“DC”), Florida, Georgia, Illinois, Maryland, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Texas, Virginia, Washington
Successful applicants will be invited to interview remotely
We are happy to offer a comprehensive benefits package including:
Health Coverage (Dental, Medical, Vision, for both you and dependents)
Retirement Savings and Employer Matching
Paid Maternity and Paternity Leave
Competitive PTO Plan
Ongoing Training and Professional Development
Flex Spending Accounts (Child Care, Commuter, Health)
Prime Office Locations, Flexible & Remote Working Policies
Skills & Requirements
What should you have:
Positive attitude and diligent work ethic
Genuine enthusiasm for helping others
Superior customer service and presentation skills
Outstanding written and verbal communication skills
Solution orientated and self-motivated personality
Ability to think logically and provide solution-based suggestions
Strong technical aptitude - you are able to quickly learn and implement new technologies
Be detailed, proactive, and goal oriented
Interest in social media and data analytics
About the company
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.
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.