Full-Time Technical Support Team Lead

About Mogli: Mogli Technologies delivers a native Salesforce application for SMS and WhatsApp communications. We experience significant client growth.

Our Core Values:

• Empathy: Understanding and relating to others in a tech-focused environment.
• Hustle & Tenacity: Action-oriented and committed to exceeding expectations.
• Twinkle in your Eye: Excitement for knowledge and proactive approach.
• Proactive: Outline next steps, identify patterns, and communicate effectively.
• Growth Minded: Continuously evolving and seeking improvement.

Location: Remote within the United States

Reports to: Technical Support Team Manager

Salary: $75,000-$85,000 plus bonus

Timeline: Accepting applications until filled

Schedule: Flexible work hours within a standard business day

What We're Looking For:

We seek a highly motivated and experienced Technical Support Team Lead. The ideal candidate possesses strong web-based technology knowledge, excellent client service skills, and a passion for continuous learning.

• Process-Oriented and Analytical: Identify root causes and implement effective issue resolution processes.
• Exceptional Communication Skills: Communicate technical concepts effectively to both technical and non-technical audiences.
• Technical Proficiency: Understanding of web-based technologies like Salesforce, mobile messaging platforms, and SQL/database concepts.
• Problem-Solving and Troubleshooting Expertise: Analyze complex situations, develop effective solutions and document the resolution process.
• Team Leadership and Mentorship: Mentor team members, foster collaboration, and promote knowledge sharing.
• Adaptability and Learning Agility: Adapt to new technologies and changing business needs.
• Client Focus: Ensure client satisfaction by resolving issues efficiently and effectively.
• Open and Honest Communication: Provide feedback and escalate issues proactively.
• Organizational Skills and Attention to Detail: Ensure accurate documentation and efficient issue tracking.
• Team Player: Contribute to the team's success.

What Your Day-to-Day Looks Like:

• Product Support Lead
• Partner with Technical Support Manager
• Manage complex technical escalations
• Develop and deliver product training
• Drive continuous improvement of internal product documentation
• Provide technical guidance
• Serve as a technical escalation point
• Advance technical expertise
• Client Communication & Support
• Provide technical support
• Assist Technical Support Manager and Account Manager team
• Support one-off projects
• Maintain and evolve internal Technical Support documentation

What You Bring:

• 2-4 years of experience in technical support or customer-facing technical roles.
• Deep experience with Salesforce.
• Strong analytical and problem-solving skills.
• Ability to be a self-starter and work on multiple projects simultaneously.
• Foreign language fluency or experience with international development is a plus.

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