Technical Support Advocate

Medallia is the customer experience management company. Founded in 2001, the company is trusted by the world’s leading brands including Verizon, Macy’s, Sephora, Honeywell, Four Seasons, Sodexo, and Mercedes to improve customer experiences. Medallia’s Software-as-a-Service (SaaS) application enables companies to capture customer feedback across Web, social, mobile, and contact center channels, understand it in real-time, and take action everywhere.

Help us defeat mediocrity! As a Technical Support Advocate, you will play a key role in ensuring the success of Medallia’s clients and their users. You will be responsible for resolving technical issues and providing training in a SaaS based environment. Your focus will be on identifying root causes for product issues and knowledge gaps. This is a unique opportunity to collaborate with cross-functional teams, including Client Solutions and Product & Engineering, to relentlessly drive the enhancement of our world-class, customer experience management platform.

* Delight customers by providing timely, expert advice * Prioritize cases and respond to inquiries with speed and precision * Provide insight on key product and training opportunities * Develop knowledge base articles and multimedia resources * Create and deliver engaging client and user training sessions

* Bachelor’s degree or higher from a top university * Minimum of 1-3 years of experience in a customer-focused, support environment * Proven track record of driving change focused on improving the customer experience * Experience with Medallia and Salesforce.com Service Cloud knowledge a plus * Ability to learn on the fly and prioritize conflicting tasks * Spanish fluency a plus!