Technical Product Support Specialist

Medallia, Inc.; Kansas City (MO); On-site; USD 62,000 - 82,000; Full time

Benefits offered by this job

Health benefits

401(k)

Disability insurance

Life insurance

Paid parental leave

Paid holidays

Job summary

Medallia, the leader in Experience Management, is seeking a Technical Support Advocate to deliver frontline technical support to Medallia admins, clients and partners using the Medallia Experience Cloud. You will resolve complex technical issues, contribute to knowledge bases, and collaborate with Professional Services, Product and Engineering to drive platform improvements.

Over the first 6 to 18 months you will build a strong foundation across the core product suite, with mentorship guiding

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

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

SaaS technologies

JavaScript

XML

HTML

CSS

English communication

Team collaboration

Decision making

Education

High school diploma or GED

Advanced technical certification

Bachelor's degree or equivalent

Tools

Medallia platform

Salesforce Service Cloud

Job description

Medallia, the leader in Experience Management, is seeking a Technical Support Advocate to deliver frontline technical support to Medallia admins, clients and partners using the Medallia Experience Cloud. You will resolve complex technical issues, contribute to knowledge bases, and collaborate with Professional Services, Product and Engineering to drive platform improvements.

Over the first 6 to 18 months you will build a strong foundation across the core product suite, with mentorship guiding