Technical Support Specialist

Summary

Join Mogli Technologies as a Technical Support Specialist and be the first line of defense for clients experiencing technical issues with our Salesforce-based SMS & WhatsApp application. You will provide technical support via various channels, troubleshoot complex issues, and collaborate with a remote team. This role requires 2+ years of experience in software support with Salesforce expertise. You'll leverage your skills to solve client problems, maintain accurate client information, and contribute to our internal knowledge base. Mogli offers a competitive salary, flexible hours, comprehensive benefits, and opportunities for professional development. We are a remote-first company with a commitment to diversity, equity, and inclusion.

Requirements

• 2+ years of experience in a software support role, with demonstrable expertise using Salesforce as a power user or administrator (a baseline understanding is required, and we will support your continued growth)
• 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

Responsibilities

• 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
• 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

Preferred Qualifications

Fluency in foreign languages and/or experience in the nonprofit or international development sector is a plus

Benefits

• Complete Medical, Vision, Dental Insurance, Short-term/Long-term Disability, and Life Insurance fully covered by Mogli
• Support for professional development, including professional certification
• Matching 401k plan
• Employee Assistance Plan, AD&D, etc
• Flexible Time Off Policy
• 9 US Federal Holidays and 6 paid sick days
• Work from Anywhere in the United States