About Mogli
Mogli Technologies delivers a native Salesforce application for SMS and WhatsApp communications to global education organizations and nonprofits, along with extreme growth of clients in commercial verticals. Our products are easy to use and have robust functionality. Our fantastic team members have won the loyalty of clients around the world. We are a small, high-trust team focused on accelerating our clients' success globally.
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 the 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.
Location: Remote within the United States
Reports to: Technical Support Team Manager
Salary: $60,000-$70,000 plus bonus, commensurate with experience
Timeline: Accepting Applications Until Position Filled
Schedule: Flexible work hours within a standard business day
What we are looking for:
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.
Some traits 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 Support Manager promptly and efficiently.
- Leverage your Salesforce and Mogli products knowledge to assess client needs and craft appropriate solutions.
- Advocate for client priorities internally within the Mogli team.
- 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.
- Configure Mogli and implement basic, pre-packaged automations. For complex or custom automation requirements (such as advanced Flows), manage the handoff process to the Solutions Engineering team, ensuring a seamless experience for the client.
- 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.
What you bring to the table:
- 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).
- Proven ability to manage multiple priorities, prioritize tasks effectively, and communicate clearly across various channels (e.g., email, phone, video conferencing, chat) in a remote work setting.
- Excellent written and oral communication skills, with the ability to explain complex technical concepts to technical and non-technical audiences and build strong client relationships.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to effectively prioritize and escalate client issues to the appropriate internal teams (e.g., Product, Senior Support, Solutions Engineers, Account Management, etc.).
- Ability to adapt to rapidly changing environments and client requirements.
- Fluency in foreign languages and/or experience in the nonprofit or international development sector is a plus.
The Benefits We are Proud to Offer:
- Complete Medical, Vision, Dental Insurance, Short-term/Long-term Disability, and Life Insurance fully covered by Mogli
- Support for professional development, including professional certification
- Matching 401k plan
- Employee Assistance Plan, AD&D, etc
- Flexible Time Off Policy
- 9 US Federal Holidays and 6 paid sick days
- Work from Anywhere in the United States
Our Commitment to Diversity, Equity, and Inclusion
We're actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all, including people of color, people from working-class backgrounds, women, and members of the LGBTQ+ community. We welcome and encourage applications from people with these identities or members of other historically marginalized groups.
Research shows that women and people of color tend not to apply to jobs unless they believe they are 100% qualified and apply to fewer senior-level positions. With that in mind, we encourage you to apply if you're not sure whether you meet our qualifications. We'd love to have the opportunity to consider you.
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
