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Technical Support Agent

  • Location: San Mateo, CA, USA
  • Team: Technical Support
  • Role Type: Full-time -- Individual Contributor Role
Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, Austin, Washington D.C., and Tel Aviv. 

THE ROLE

  • As a Technical Support Agent, you will play a key role in ensuring the success of Medallia’s users. You will be performing initial triage of support inquiries, resolving technical issues, and helping to ensure that our customers love using the Medallia platform.
  • This is a unique opportunity to partner with our worldwide teams, including Professional Services, Engineering, and Partner teams. You will be the first point of contact for our users and an ambassador for Medallia! 

RESPONSIBILITIES

  • Delight customers by providing timely, expert advice
  • Resolve technical support inquiries with speed and precision
  • Use written and verbal communication to help educate our customers on the Medallia platform
  • Share knowledge through the creation of support articles
  • Identify technical gaps and escalate cases to other parts of the organization

MINIMUM QUALIFICATIONS

  • 1+ year(s) of experience in a customer-focused, support environment
  • Ability to work a flexible schedule including nights and weekends; work hours will be based on business needs

PREFERRED QUALIFICATIONS

  • Ability to learn on the fly and make decisions quickly
  • Ability to partner with cross-functional teams
  • Experience with JavaScript, HTML, and XML is a plus
  • Experience with Medallia and Salesforce.com Service Cloud knowledge

THE SCHEDULE

  • As we continue our efforts in building out our 24/7 Global Technical Support team, we are hiring for specific evening shift times as designated below. Shifts are 8 hours/day + occasional OT.
  • 10pm-6am shift either Saturday night – Thursday morning or Tuesday night – Sunday morning

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.

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.