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About the role
Key responsibilities & impact- Provide first-line technical support for the Mogli SMS & WhatsApp application via email, text, virtual meeting, phone, or chat
- Share knowledge, participate in team training, and collaborate on troubleshooting in a remote environment
- Identify internal issues, propose process improvements, and participate in team meetings
- Troubleshoot complex issues and work with senior support team members to diagnose and identify bugs
- Escalate unresolved issues to the Technical Support Manager
- Assess client needs and craft appropriate solutions using Salesforce and Mogli product knowledge
- Advocate for client priorities internally
- Maintain accurate client information in Salesforce Cases
- Develop and update the internal knowledge base and blog posts
- Configure Mogli and implement basic, pre-packaged automations
- Manage handoffs of complex or custom automation requirements to the Solutions Engineering team
- Test new package versions in demo environments and confirm bug resolutions
- Document changes to feature functionality or naming conventions and monitor patch releases
- Recognize new product and Salesforce features and communicate relevant Salesforce changes
Requirements
What you’ll need- 2+ years of experience in a software support role
- Demonstrable expertise using Salesforce as a power user or administrator
- Proven ability to manage multiple priorities and prioritize tasks effectively
- Ability to communicate clearly across email, phone, video conferencing, and chat in a remote work setting
- Excellent written and oral communication skills
- Ability to explain complex technical concepts to technical and non-technical audiences
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to prioritize and escalate client issues to appropriate internal teams
- 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
Benefits
Comp & perks- 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
- Matching 401k plan
- Flexible Time Off
- 9 US Federal Holidays
- 6 paid sick days
- Option to utilize floating holidays
- Work from Anywhere in the United States