Technical Support Specialist

New

Mogli TechnologiesSalesforce software

Work from Anywhere in the United StatesFull-TimeJunior

Salary$60-70K, dependent upon experience

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Job Details

Have 2+ years of experience in a software support role.
Have experience using Salesforce as a power user or administrator.
Demonstrate strong analytical, troubleshooting, and problem-solving skills.
Manage multiple priorities and prioritize tasks effectively.
Communicate clearly across email, phone, video conferencing, and chat in a remote work setting.
Explain complex technical concepts to technical and non-technical audiences.
Build strong client relationships.
Prioritize and escalate client issues to appropriate internal teams.
Adapt to rapidly changing environments and client requirements.

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.

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