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Technical Support Advocate

  • Location: London, United Kingdom
  • Team: Technical Support
  • Role Type: Full-time -- Individual Contributor Role
Medallia’s mission is to help companies win through customer experience. The world’s best-loved brands trust Medallia’s Experience Cloud™, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Growing quickly, with a global footprint that spans Silicon Valley, Austin, Washington D.C., New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv, here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title—nobody is "just an engineer" or "just a salesperson." We are each partners, parents, children, siblings, friends, and former classmates. We have different backgrounds and we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people.

At Medallia we hire the whole person, not just a part of them.


THE ROLE

  • Our team ensures our customers' continued success and is at the forefront of creating an amazing Customer Experience globally. We are seeking advocates who can make an impact from day one.
  • Working with the Medallia SaaS platform, you will be providing 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 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.  

MORE SPECIFICALLY, YOU WILL:

  • Deliver first-class support across our global customer base and exceed our customer's expectations
  • Provide timely expert advice and speedy resolutions to support cases and resolve escalated cases from first-level support
  • Own the triage, investigation and resolution of complex cases while escalating cases to the next tier of our support organization, as needed
  • Implement documented changes on the Medallia platform
  • Prioritization and planning of daily tasks and process improvements
  • Participation in task allocation and owning queue management
  • Create and refine knowledge base articles
  • Be involved in improvement initiatives to help reduce case handling times
  • Collaborate cross-functionally with internal teams (e.g. Managed Services, Product, Engineering), providing key product insights and development opportunities
  • Drive change in the support organization, contributing towards the growth across the wider group
  • Collaborate closely with the other global support regions - U.S. and Asia-Pacific
  • Provide feedback to your peers, helping them to grow and develop while also contributing your creative ideas to the leadership team

MINIMUM QUALIFICATIONS

  • 2+ years experience working in a technical or support focused environment
  • 1+ year of experience in evaluating and troubleshooting technical issues, and explaining resolutions in a simple way

PREFERRED QUALIFICATIONS

  • 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 adapting situations
  • Experience working in a startup environment
At Medallia, we don’t just accept difference - we celebrate it 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. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won't unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law.