Technical Support Specialist

Location: Remote within the United States

Reports to: Technical Support Team Manager

Salary: $60,000-$70,000 plus bonus, commensurate with experience

Timeline: Accepting Applications Until Position Filled

Schedule: Flexible work hours within a standard business day

What we are looking for:

The Technical Support Specialist role is critical to the overall success of Mogli, our clients, and our business partners. You will be the first line of defense for clients experiencing technical issues with our products, the Mogli SMS & WhatsApp application. You'll also have the opportunity to deepen your knowledge of Salesforce administration, configuration, and other products on the AppExchange. This role is a great fit for someone who is curious, a quick learner, and solution-focused when it comes to client needs.

Some traits we're looking for: 

• Client-Centric: A passion for understanding client needs and a commitment to providing exceptional technical support.
• Technical Aptitude: Experience with Salesforce as a power user or administrator (we'll help you grow!).
• Problem-Solving Prowess: Strong analytical and troubleshooting skills to identify and resolve technical issues.
• Effective Communicator: Excellent written and verbal communication skills to explain technical concepts clearly to clients.
• Quick Learner: A willingness to learn new technologies and adapt to changing environments.
• Team Player: Thrives in a collaborative environment and is eager to contribute to team success.
• Growth Mindset: A desire to continuously learn and develop your technical expertise.

What your day-to-day looks like:

Technical Support

• 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.

What you bring to the table:

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