Technical Support Specialist

1 week ago

Cape Town, Western Cape, South Africa Meltwater Full time
Job Title: Technical Support Specialist

At Meltwater, we're on the hunt for a talented Product Support Engineer to join our team in Western Cape. As a key member of our global support team, you'll be responsible for delivering exceptional customer experiences through technical assistance and support.

Key Responsibilities:

  • Collaborate with an international team to provide top-notch support for our diverse portfolio of customers across various industries.
  • Efficiently manage, prioritize, and troubleshoot a high volume of tickets, application requests, and project activities.
  • Respond promptly to system-generated alerts and escalations regarding service platform failures.
  • Work closely with cross-functional teams to identify root causes and implement effective solutions.
  • Promote proactive communication with internal and external customers to ensure unparalleled client satisfaction.
  • Maintain clear, concise, and effective communication with stakeholders at all levels.
  • Adhere to support case management guidelines, meet Service Level Agreements (SLAs), and update cases within the Support System of Record (Jira).
  • Leverage your technical expertise to drive and administer projects focused on enhancing Product Support workflows, tools, and efficiencies.

What You'll Bring:

  • Bachelor's degree or higher in Computing or Engineering.
  • 1-3 years of relevant work experience.
  • Proven ability to collaborate and approach problem-solving with a focus on customer-centricity and interdepartmental collaboration.
  • Skilled in prioritizing tasks to optimize efficiency and promote teamwork.
  • Familiarity with web technologies such as HTML, CSS, JavaScript, and HTTP 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 beneficial.
  • Excellent written and verbal communication skills in English.
  • Ability to work in a hybrid environment with 2 days of office work per week.
  • The capacity to legally work in South Africa is required for this position.

Estimated Salary Range: R600,000 - R900,000 per annum

We Offer:

  • A flexible paid time-off policy for enhanced work-life balance.
  • Meltwater contributes towards Discovery Health for comprehensive healthcare coverage.
  • Complimentary CalmApp subscription for mental wellness.
  • An energetic work environment with a hybrid schedule providing the perfect balance.
  • Benefit from our family leave program, which grows with your tenure at Meltwater.
  • Thrive in our inclusive community and seize ongoing professional development opportunities.

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