TECHNICAL SUPPORT SPECIALIST
Mogli Technologies provides a cloud-based native Salesforce application for SMS and WhatsApp communications, along with expert Salesforce implementation services, to a diverse range of clients, including global education organizations, nonprofits, social ventures, foundations, international development organizations, and commercial businesses. Our user-friendly products and robust functionality, combined with our dedicated team, have earned us the loyalty of clients worldwide. We are a close-knit, high-trust team dedicated to accelerating our clients' global success.
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. Listen. Ask questions. Offer tactful solutions. Instead of serving our own interests, we are wired to serve others.
Hustle & Tenacity: We are action-oriented and happiest in motion. We take pride in delivering exceptional experiences for our clients & partners. In the midst of adversity or challenges, we don't quit, but hold to a vision and eliminate barriers to find resolution & make things happen.
Twinkle in your Eye: It’s that hidden energy, emotion, or humor – the excitement of having a particular idea before putting it into action. You know something about something and you are excited to share that knowledge.
Proactive: We aim for a no-surprises policy that builds trust by outlining next steps early and often, identifying patterns, and courageously communicating. A little extra effort up front saves a big effort later on. Proactivity is a generous and conscientious act.
Growth Minded: We are continually evolving, creating, beautifully curious, and willing to step outside our comfort zones. Unwilling to settle for how things are, we are always looking for ways to engage more effectively and efficiently. Navigating a growing and dynamic business is easiest with a growth mindset.
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 (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…