Product Support, Advocate

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

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.

We are looking for tech-curious problem solvers who want to expand their skills. Over your first 6 to 18months, you will build a world-class foundation in the Medallia Experience Cloud core product suite,resolving diverse challenges for our global clients. Then, guided by direct mentorship from our senior Experts, you will have a clear pathway to specialize in our Platform and Integrations product area (delving into APIs, webhooks, and developer tools). If you love solving puzzles and want a defined technical growth track, this role is for you.

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

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

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $62,000-$82,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short term and long term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

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.