Voice of Customer Technical Support Analyst (Bilingual)


Voice of Customer Technical Support Analyst

As a Technical Support Analyst, you will play a crucial role in supporting the implementation and management of Medallia projects within our organization. Your primary responsibilities will involve assisting with the configuration, analysis, and troubleshooting of the Medallia platform, as well as providing technical expertise and support to clients and internal stakeholders.

When joining the team, we expect you to know the importance of delivering complex solutions to a high quality, however specific Medallia knowledge is not required, as we will give you plenty of opportunity to learn when you are here, What we do want is a passion to learn and to get the most out of every experience and opportunity.


Product Implementation:

  • Participate in the implementation design, setup, and review processes
  • Identify improvements to our feedback products and processes
  • Utilize Medallia software knowledge to configure surveys and reports


Client Management:

  • Build long-standing customer relationships by improving customer feedback programs
  • Provide support to client meetings by leveraging in-depth Medallia system capabilities
  • Work with client teams in resolving technical/system-related inquiries
  • Provide quality assurance support when providing features to clients Provide client support when analyzing large sets of data
  • Medallia Platform Support: Develop a solid understanding of the Medallia platform and stay updated on its latest features, functionalities, and best practices. Provide technical support to clients and internal teams, addressing inquiries, troubleshooting issues, and resolving problems related to the Medallia platform.
  • Configuration and Analysis: Collaborate with clients and internal teams to gather requirements, assist in configuring the Medallia platform, and customize solutions to meet specific client needs. Analyze data and reports generated by the platform, deriving insights and actionable recommendations.
  • Issue Resolution and Troubleshooting: Investigate and resolve technical issues related to the Medallia platform, working closely with clients, partners, and internal teams. Troubleshoot problems, identify root causes, and implement solutions to ensure a smooth and uninterrupted customer experience.
  • Training and Documentation: Assist in training clients and end-users on how to effectively use the Medallia platform, providing guidance and support during the onboarding process. Create and maintain detailed documentation, including system configurations, troubleshooting procedures, and best practices.
  • Data Integration: Collaborate with internal teams and external vendors to integrate the Medallia platform with other systems, ensuring seamless data flow and synchronization. Assist in mapping data fields, testing integrations, and troubleshooting data-related issues.
  • Quality Assurance and Testing: Conduct thorough testing of the Medallia platform and its configurations to ensure data accuracy, functionality, and performance. Document and report any issues or bugs discovered during testing, coordinating with the development team for resolution.
  • Continuous Improvement: Proactively identify opportunities for process improvements and system enhancements within the Medallia platform. Stay informed about industry trends and emerging technologies related to customer experience management.
  • Bachelor’s degree in Mathematics, Science, Engineering, or a related field
  • Excellent command of the English and French Languages, both written and verbal, with the ability to effectively communicate with clients, team members, and stakeholders.
  • Prior experience (2+ years) working in a related field such as customer experience management, CRM implementation, or software integration.
  • Familiarity with customer experience management concepts and methodologies.
  • Excellent analytical and problem-solving skills, with the ability to understand and troubleshoot technical issues effectively.
  • Detail-oriented with the ability to manage multiple tasks and priorities in a fast-paced environment
  • An attractive remuneration package.
  • HMO health plan
  • Annual performance review for meeting quality objectives and completion targets
  • Continuous learning/training in new technologies and products
  • A great environment to work in, excel and progress professionally.
  • An excellent opportunity for international career development within a dynamic, fast moving market sector offering demonstrable career challenges internationally.


If you want to join a team of global leaders in their field, send your CV to [email protected], with Voice of Customer Technical Support Analyst (Bilingual) ¬†as subject. All applications will be treated with strict confidentiality. Only suitable candidates will be contacted.


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