Technical Assistance Support/Aide

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. 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. Youll also have the opportunity to deepen your knowledge of Salesforce administration, configuration, and other products on the AppExchange. Instead of serving our own interests, we are wired to serve others.
We aim for a no-surprises policy that builds trust by outlining next steps early and often, identifying patterns, and courageously communicating. A passion for understanding client needs and a commitment to providing exceptional technical support.
Experience with Salesforce as a power user or administrator (well help you grow!).
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 Support Manager promptly and efficiently.
Leverage your Salesforce and Mogli products knowledge to assess client needs and craft appropriate solutions.
Maintain accurate client information in Salesforce Cases to track progress toward KPIs and ensure seamless cross-department communication.
Develop and update our internal knowledge base and blog posts, contributing content to the Mogli support community.
Actively participate in the product release cycle by testing new package versions in demo environments, confirming bug resolutions, and documenting changes to feature functionality or naming conventions; Recognize and understand new features/releases in our products and Salesforce; communicate changes in Salesforce that create a potential need for changes in our product.
2+ years of experience in a software support role, with demonstrable expertise using Salesforce as a power user or administrator (a baseline understanding is required, and we will support your continued growth).
email, phone, video conferencing, chat) in a remote work setting.
Product, Senior Support, Solutions Engineers, Account Management, etc.).
Fluency in foreign languages and/or experience in the nonprofit or international development sector is a plus.
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
Flexible Time Off, 9 US Federal Holidays, 6 paid sick days; option to utilize floating holidays