Global Tech Support Advocate for Experience Cloud

Medallia, Inc.; Chicago (IL); On-site; USD 62,000 - 82,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k)

Job summary

Medallia, Inc. is seeking a Technical Support Advocate to provide advanced frontline technical support to Medallia admins, clients and partners on the Medallia Experience Cloud platform.

You will resolve complex technical challenges and contribute to continuous improvement across a global support team. In this role, you will collaborate with Professional Services, Product and Engineering, grow in APIs and developer tools, and participate in on-call incident management as part of a rotating

Qualifications

• Excellent verbal and written communication in English.
• Knowledge of SaaS technologies and platforms.
• Understanding of JavaScript, XML, HTML and CSS.
• Bachelor's degree or equivalent work experience is preferred.

Responsibilities

• Deliver high-quality, empathetic technical support across our global customer base
• Collaborate cross-functionally with internal teams (e.g. Professional Services, Product, Engineering), providing key product insights and development opportunities
• Document your discoveries by creating and refining internal and external knowledge base articles
• Own investigations and resolution to complex cases
• Assist with escalated cases from first-level support
• Collaborate closely with the other global support regions - North and South America, Europe, Australia, and Asia - learning from peers, contributing to continuous improvement projects, and sharing creative ideas with leadership
• 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

Skills

Excellent communication in English

JavaScript

XML

HTML

CSS

SaaS technologies

Education

High school diploma + advanced technical certification

Bachelor's degree or equivalent work experience

Tools

Salesforce Service Cloud

Medallia platform

Job description

Medallia, Inc. is seeking a Technical Support Advocate to provide advanced frontline technical support to Medallia admins, clients and partners on the Medallia Experience Cloud platform.

You will resolve complex technical challenges and contribute to continuous improvement across a global support team. In this role, you will collaborate with Professional Services, Product and Engineering, grow in APIs and developer tools, and participate in on-call incident management as part of a rotating