Mogli

Support Engineer

• 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.

Technical Support Specialist

Onboarding Specialist

• Ensure client success by implementing a tiered, fun, engaging, and dynamic client Onboarding program and training curriculum, in collaboration with the Client Success, Onboarding, and Leadership teams
• Assist clients to feel comfortable and reliable with Mogli SMS
• Provide customized training sessions to clients
• Provide timely (at least weekly) and ongoing updates to clients on their progress within the onboarding program, including next steps and requirements, in efforts to reduce time to value and increase early engagement.
• Complete technical implementation of Mogli SMS in client Salesforce instances, including configuring gateways with our messaging partners.
• Troubleshoot technical issues during onboarding, escalating to Technical Support as needed.
• Educate clients on industry regulations and best practices around SMS messaging, including registering their numbers as required by carriers
• Enhance and improve communication between key stakeholders to ensure alignment on requirements, timelines, action items, and next steps
• Record and resolve client questions, problems and requests via Salesforce Cases within contracted SLA timeframe (24-48 hours based on client type)
• Maintain up-to-date and relevant information on the status of client onboarding on Salesforce Cases (promoting cross-team visibility)
• Assess and understand systems requirements during the client onboarding process, in conjunction with AEs, AMs, and Solution Engineers (if applicable)
• Work with clients to set initial Client Use Cases and develop a success plan
• With your Onboarding team, collaboratively establish and implement key touchpoints for client feedback
• Report on the performance of the Onboarding program, including key metrics determined with your manager
• Implement a transitional training process for clients with significant plan upgrades, including, but not limited to, understanding requirements, configuration needs, Client Use Cases, curriculum, and other success metrics.

Technical Support Specialist

Client Onboarding Specialist