Technical Support Specialist

Role Overview

• Resolve high‑complexity incidents and deliver technical enhancements requested by Market Managers.
• Configure and maintain platform components using JavaScript, HTML, CSS, and XML.
• Set up and support data transfer mechanisms such as APIs and SFTP integrations.
• Ensure accurate configuration and maintenance of survey experiences within Medallia and Engagehub.
• Maintain platform stability, performance, and compliance with VOIS and Vodafone standards.
• Engage in daily connects with Medallia Managed Services to review progress and ensure timely ticket responses.
• Participate in weekly meetings with markets and collaborate with Market Managers when required.

Requirements

• Experienced in advanced configuration and lifecycle management within Medallia and Engagehub environments.
• Holder of Medallia Product Certification (mandatory).
• Skilled in troubleshooting and managing complex technical scenarios.
• Proficient in JavaScript, HTML, CSS, and XML.
• Familiar with CX tools, methodologies, and data visualisation techniques.
• Comfortable working in Agile frameworks and accurately logging work effort.
• Able to manage ambiguity, multitask effectively, and operate efficiently under pressure across varied markets.
• Highly proactive, organised, and diligent, with strong ownership of outcomes.

Benefits

• Opportunities to work on a high-impact global CX platform used across multiple VOIS and Vodafone markets.
• Exposure to complex technical environments and cross-market collaboration.
• Professional development through hands-on experience with Medallia, Engagehub, APIs, and customer experience technologies.
• Ability to work closely with global technical experts, enhancing your problem‑solving and innovation capabilities.
• A supportive environment that values ownership, continuous learning, and cross-functional teamwork.