Desktop Support Technician providing user support and managing helpdesk operations at BlackHawk Industrial. Assisting users with desktop and phone - related issues in a professional environment.
About the role
- Technical Support Specialist providing advanced second-line support for Medallia across various markets. Collaborating with cross-functional teams to ensure platform stability and compliance standards.
Responsibilities
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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