Senior Technical Support Specialist supporting customers in using the Iterable platform for engagement. Collaborating with teams to enhance customer success and build relationships in SaaS.
About the role
- Product Support Engineer providing technical assistance and support for Meltwater's global customer base. Collaborating with teams to troubleshoot issues and enhance customer experience with product usage.
Responsibilities
- 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.
Requirements
- Master’s or Bachelor's of Technology degree, preferably in Computing or Engineering.
- 1-2 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.
- Proficient in at least one scripting or programming language, with knowledge of databases and Unix/Linux fundamentals.
- Experience with web technologies such as HTML, CSS, JavaScript, Python, and HTTP, as well as familiarity with jQuery, Regular Expression, etc.
- Familiarity with MongoDB/NoSQL or MySQL/MSSQL databases.
- Strong troubleshooting, problem-solving, investigation, and diagnostic skills.
- Preferred experience with ticketing systems like JIRA, Intercom, or similar live chat platforms.
- Excellent written and verbal communication skills in English.
- Willingness to embrace the best of both worlds with our hybrid work schedule.
- Willingness to work in rotational shifts (including weekends and late shifts) to support global markets - typically once per quarter for a one-month period.
- The ability to legally work in the country of hire is required for this position.
Benefits
- Enjoy flexible paid time off options for enhanced work-life balance.
- Comprehensive health insurance tailored for you.
- Employee assistance programs cover mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being.
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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