Technical Support Specialist

Role Overview

• Provide first-line technical support for the Mogli SMS & WhatsApp application via email, text, virtual meeting, phone, or chat, ensuring client success with Mogli products and services.
• In our collaborative remote environment, actively contribute to team success by sharing knowledge, participating in team training, and working closely with the team on troubleshooting. Contribute to team meetings by identifying internal issues, proposing process improvements, and actively participating in discussions.
• Troubleshoot complex issues, working with senior support team members to diagnose and identify bugs when necessary, and escalate unresolved issues to the Technical Support Manager promptly and efficiently.
• Leverage your Salesforce and Mogli products knowledge to assess client needs and craft appropriate solutions.
• Advocate for client priorities internally within the Mogli team.
• Maintain accurate client information in Salesforce Cases to track progress toward KPIs and ensure seamless cross-department communication.
• Develop and update our internal knowledge base and blog posts, contributing content to the Mogli support community.
• Configure Mogli and implement basic, pre-packaged automations. For complex or custom automation requirements (such as advanced Flows), manage the handoff process to the Solutions Engineering team, ensuring a seamless experience for the client.
• Actively participate in the product release cycle by testing new package versions in demo environments, confirming bug resolutions, and documenting changes to feature functionality or naming conventions; closely monitor and follow new patch releases.
• Recognize and understand new features/releases in our products and Salesforce; communicate changes in Salesforce that create a potential need for changes in our product.

Requirements

• 2+ years of experience in a software support role, with demonstrable expertise using Salesforce as a power user or administrator
• Proven ability to manage multiple priorities, prioritize tasks effectively, and communicate clearly across various channels (e.g., email, phone, video conferencing, chat) in a remote work setting
• Excellent written and oral communication skills, with the ability to explain complex technical concepts to technical and non-technical audiences and build strong client relationships
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to effectively prioritize and escalate client issues to the appropriate internal teams (e.g., Product, Senior Support, Solutions Engineers, Account Management, etc.)
• Ability to adapt to rapidly changing environments and client requirements
• Fluency in foreign languages and/or experience in the nonprofit or international development sector is a plus.

Benefits

• Bonus incentives for productivity milestones set by management
• Complete Medical, Vision, Dental Insurance, Short-term/Long-term Disability, and Life Insurance fully covered by Mogli
• Matching 401k plan
• Flexible Time Off, 9 US Federal Holidays, 6 paid sick days; option to utilize floating holidays
• Work from Anywhere in the United States