[Hiring] Technical Support Specialist @Mogli Technologies

Role Description

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.

What we hold sacred around here:

• Empathy: A powerful characteristic that’s about being in tune, seeing, knowing, and understanding others while also relating as a human in a tech-minded world.
• Hustle & Tenacity: We are action-oriented and happiest in motion, delivering exceptional experiences for our clients & partners.
• Twinkle in your Eye: The excitement of having a particular idea before putting it into action.
• Proactive: We aim for a no-surprises policy that builds trust by outlining next steps early and often.
• Growth Minded: We are continually evolving, creating, beautifully curious, and willing to step outside our comfort zones.

What 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.
• 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:

• Provide first-line technical support for the Mogli SMS & WhatsApp application via email, text, virtual meeting, phone, or chat.
• Actively contribute to team success by sharing knowledge, participating in team training, and working closely with the team on troubleshooting.
• Troubleshoot complex issues, working with senior support team members to diagnose and identify bugs when necessary.
• 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.
• Develop and update our internal knowledge base and blog posts.
• Configure Mogli and implement basic, pre-packaged automations.
• Actively participate in the product release cycle by testing new package versions in demo environments.
• Recognize and understand new features/releases in our products and Salesforce.

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.
• Proven ability to manage multiple priorities and communicate clearly across various channels in a remote work setting.
• Excellent written and oral communication skills, with the ability to explain complex technical concepts.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to effectively prioritize and escalate client issues to the appropriate internal teams.
• 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.

Salary and Benefits

• $60-70K, dependent upon experience.
• 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.