Technical Support Specialist

Mogli Technologies delivers a native Salesforce application for SMS and Whats App 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.

• 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.

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 & Whats App application. You'll also have the opportunity to deepen your knowledge of Salesforce administration, configuration, and other products on the App Exchange.

This role is a great fit for someone who is curious, a quick learner, and solution‑focused when it comes to client needs.

• 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.

• Provide first‑line technical support for the Mogli SMS & Whats App 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 escape 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…