Job title : Product Support Engineer
Job Location : Western Cape, Cape Town
Deadline : January 02, 2025
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What We're Looking For: Ready to explore the world of Product Support Engineering at Meltwater? We're on the lookout for individuals like yourself to join our team and elevate our customer experience. When you come aboard, you will be responsible for providing technical assistance and supporting clients in utilizing our products and services effectively. Your strong technical skills and problem-solving abilities are crucial in delivering exceptional services to our clients. Meltwater isn't just about work; it's a pathway to personal and professional evolution. Here, you'll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership. Engage with experienced Product Support Engineers and accomplished leaders who stand ready to support you at every turn. Join our dynamic community, where we celebrate your distinct contributions and empower you to realize your full potential.
What You'll Do: Collaborate with an international team to provide support for our Global Portfolio of Customers spanning various industries. Manage, prioritize, and troubleshoot a pipeline of tickets, application requests, and project activities efficiently. Promptly respond to system-generated alerts/escalations concerning any service platform failures. Collaborate across teams to troubleshoot issues, identify root causes, and implement effective solutions. Proactively interact with both internal and external customers to ensure the highest level of client satisfaction is attained. Ensure clear, concise, and effective communication with customers, vendors, and internal stakeholders at Meltwater. Enforce support case management guidelines, meeting SLAs, and diligently maintain case updates within the Support System of Record (Jira). Administer a variety of technical projects focused on maintaining Meltwater applications and enhancing Product Support workflows, tools, and efficiencies. Drive and implement new initiatives to enhance support in the client lifecycle, including designing solutions, engaging stakeholders, documenting standards for best practices, providing feedback, and designing newsfeeds for client engagement.
What You'll Bring: Bachelor's degree or higher, preferably in Computing or Engineering. 1-3 years of relevant work experience. Demonstrated ability to collaborate and approach problem-solving with a focus on enhancing customer experience and fostering interdepartmental collaboration. Skilful in prioritizing requests to optimize efficiency and promote team synergy. Familiarity with web technologies such as HTML, CSS, JavaScript, and HTTP, as well as familiarity with jQuery, Regular Expression, etc is advantageous. Familiarity with MongoDB/NoSQL or MySQL/MSSQL databases is advantageous Strong troubleshooting, problem-solving, investigation, and diagnostic skills. Experience with ticketing systems like JIRA, Intercom, or similar live chat platforms is advantageous. Excellent written and verbal communication skills in English. Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 2 days a week. The ability to legally work in the country of hire is required for this position.
What We Offer: Enjoy flexible paid time off for enhanced work-life balance Meltwater demonstrates commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage Complimentary CalmApp subscription for you and your loved ones because mental wellness matters. Energetic work environment with a hybrid work style, providing the balance you need Benefit from our family leave program, which grows with your tenure at Meltwater. Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
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