Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver first-tier technical assistance for the Mogli SMS & WhatsApp application through email, text, virtual meetings, phone calls, or chat.

• Contribute knowledge, engage in team training, and collaborate on troubleshooting in a remote setting.

• Recognize internal challenges, suggest process enhancements, and take part in team discussions.

• Resolve intricate issues and collaborate with senior support team members to diagnose and identify bugs.

• Forward unresolved problems to the Technical Support Manager.

• Evaluate client requirements and devise suitable solutions using Salesforce and Mogli product expertise.

• Advocate for client priorities within the organization.

• Ensure accurate client data is maintained in Salesforce Cases.

• Create and refresh the internal knowledge base and blog entries.

• Configure Mogli and execute basic, pre-packaged automations.

• Oversee the transition of complex or custom automation requests to the Solutions Engineering team.

• Test new package versions in demonstration environments and validate bug fixes.

• Document modifications to feature functionality or naming conventions and track patch releases.

• Identify new product and Salesforce features and communicate pertinent Salesforce updates.

⛳️ Requirements

• A minimum of 2 years of experience in a software support role.

• Proven proficiency using Salesforce as a power user or administrator.

• Demonstrated capability to manage multiple priorities and effectively prioritize tasks.

• Strong communication skills across email, phone, video conferencing, and chat in a remote work environment.

• Exceptional verbal and written communication abilities.

• Capacity to convey complex technical concepts to both technical and non-technical audiences.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Ability to prioritize and escalate client issues to the appropriate internal teams.

• Flexibility to adapt to rapidly evolving environments and client needs.

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

🏝️ Benefits

• Bonus incentives for achieving productivity milestones set by management.

• Comprehensive 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.