- Provide first-line technical support for the Mogli SMS & WhatsApp application through email, text, virtual meetings, phone, and chat.
- Troubleshoot complex issues with senior support team members, identify bugs, and promptly escalate unresolved issues to the Technical Support Manager.
- Assess client needs and develop appropriate solutions using Salesforce and Mogli product knowledge.
- Advocate for client priorities within the Mogli team.
- Maintain accurate client information in Salesforce Cases and track progress toward KPIs.
- Develop and update the internal knowledge base and support community blog posts.
- Configure Mogli and implement basic, pre-packaged automations; coordinate handoffs for complex or custom automation requirements.
- Test new package versions in demo environments, confirm bug resolutions, and document changes to features and naming conventions.
- Monitor patch releases and communicate Salesforce changes that may require product changes.
- Share knowledge, participate in team training and meetings, and propose process improvements.
SalesforceTroubleshootingTechnical support