Technical Support, Advocate

Medallia; Chihuahua; On-site; MXN 201,000 - 379,000; Full time

Job summary

Medallia is seeking a Technical Support Advocate to provide advanced frontline support to admins, clients, and partners using the Medallia Experience Cloud. You will solve complex issues, perform root-cause analysis, and work with cross-functional teams including Professional Services, Product and Engineering.

The role requires a high school degree with technical certs (or Bachelor's) and 1+ year in tech support, plus ability to obtain PIV.

Qualifications

• High school diploma with advanced technical certification.
• 1+ year of experience in technical, support, or customer service roles.
• Able to obtain governmental PIV background approval.

Responsibilities

• Deliver frontline technical support to Medallia admins, clients and partners.
• Collaborate with Professional Services, Product and Engineering to improve support.
• Provide timely expert advice and resolve escalated cases.
• Own investigation and resolution of complex cases with next-tier collaboration.
• Contribute to process improvements and create knowledge base articles.
• Collaborate with global support regions to share insights.
• Provide feedback and participate in on-call rotation for high severity incidents.
• Support incident management and response activities.

Skills

Excellent communication skills

English proficiency

Team player with collaboration

Ability to work under pressure

Education

High school diploma or GED with advanced technical certification

Bachelor's degree or equivalent work experience

Tools

Medallia platform

Salesforce Service Cloud

SaaS technologies

Job description

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

The Role

Technical Support Advocates are responsible for providing advanced frontline technical support to Medallia admins, clients and partners, solving complex technical challenges, and contributing to continuous improvement initiatives across our global support team. Working with the Medallia SaaS platform, you will be providing world-class product support to clients and partners in a fast-paced environment. By problem-solving technical issues and completing root cause analysis, you will play a key role in implementing improvement initiatives for our broader organization. This is a unique opportunity to collaborate with cross-functional teams (including Professional Services, and Product & Engineering) to relentlessly drive the enhancement of our world-class, customer experience management platform.

Responsibilities

• Deliver first-class support across our global customer base and exceed our customer's expectations
• Collaborate cross-functionally with internal teams (e.g. Professional Services, Product, Engineering), providing key product insights and development opportunities
• Provide timely expert advice and speedy resolutions to support cases and resolve escalated cases from first-level support
• Own the investigation and resolution of complex cases while collaborating on cases with the next tier of our support organization, as needed
• Contribute to process improvement initiatives in the Support organization
• Create and refine knowledge base articles
• Collaborate closely with the other global support regions - North and South America, Europe, Australia, and Asia
• Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team
• Support high severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule

Qualifications

Minimum Qualifications

• High school degree or GED + advanced technical certification
• 1+ year(s) of experience working in a technical, support, or customer service focused environment
• Able to complete governmental Personal Identity Verification (PIV) background approval process

Preferred Qualifications

• Able to respond to on-call notifications within 30 minutes to support high severity incident management, including on weekends & holidays, as part of a rotating on-call schedule
• Bachelor’s degree or equivalent work experience
• Knowledge around SaaS technologies and platforms
• Good understanding of JavaScript, XML, HTML and CSS
• Experience with the Medallia platform and Salesforce Service Cloud a plus
• Excellent verbal and written communication skills in English
• Team player who can lead and make decisions in difficult and ambiguous situations

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at [e-mail]. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.