Product Support Expert

Meltwater
life insurance, parental leave, paid time off, 401(k)
United States, North Carolina, Charlotte
201 South College Street (Show on map)
Sep 16, 2024
Description What We're Looking For: Are you ready to embark on the exciting role of Product Support Expert at Meltwater? We're seeking dedicated individuals like you to join our dynamic team and elevate our customer experience. In this role, you will be responsible for identifying and resolving application and system issues that disrupt Meltwater's business-critical Media Intelligence Platform. Your collaborative approach and solution-oriented mindset are crucial for 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 Experts and accomplished leaders who stand ready to support you at every turn. Be a part of our vibrant community, where your unique contributions are celebrated, and you're empowered to unleash your full potential. What You'll Do: Provide excellent product support to our clients via email and live chat to enhance the client experience Influence product development through valuable feedback to our Product and Engineering teams Be able to remain 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 Contribute to our internal product training sessions and engage with our global Support team Support 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 across 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: A Bachelor's degree, or up to one year of relevant working experience in customer service. Collaborative and solution-oriented approach to enhance customer experience and foster interdepartmental collaboration. Ability to prioritize requests to optimize efficiency and team synergy. Strong technical aptitude, enabling quick learning and implementation of new technologies. Detail-oriented, proactive, and adept at managing multiple tasks concurrently.. Experience with ticketing systems like JIRA, Intercom or similar live chat platforms is preferred. Excellent written and verbal communication skills in English. Proficiency in French is a valuable asset and considered a plus for this role, enhancing your ability to collaborate across our global team. Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week. The ability to legally work in the country of hire is required for this position. What We Offer: Enjoy comprehensive paid time off that allows you to have an enhanced work-life balance. Excellent medical, dental, and vision options 401(k) matching, life insurance, commuter benefits, and parental leave plans 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. Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career Compensation Overview Hourly Rate of $24.04 -$33.08 USD per year. Total compensation range for this position: $50,000 - $68,800 USD per year. Our Story The sky is the limit at Meltwater. At Meltwater, we believe that when you have the right people in the right working environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to analyze over a billion pieces of data each day and make better business decisions. Our award-winning culture is our north star and drives everything we do - from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products - and making sure to celebrate our successes and have fun along the way. We're proud of our diverse team of 2,300+ employees in 50 locations across 25 countries around the world. No matter where you are, you'll work with people who care about your success and get the support you need to reach your goals. So, in a nutshell, that's Meltwater. We love working here, and we think you will too. Equal Employment Opportunity Statement Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment. All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.