Technical Support Specialist

About Our Client

Our client provides a cloud-based native Salesforce application for SMS and WhatsApp communications, along with expert Salesforce implementation services, to a diverse range of clients, including global education organizations, nonprofits, social ventures, foundations, international development organizations, and commercial businesses. The organization's user-friendly products and robust functionality, combined with a dedicated team, have earned the loyalty of clients worldwide. This is a close-knit, high-trust team dedicated to accelerating clients' global success.

About The Role

The Technical Support Specialist role is critical to the overall success of the organization, its clients, and its business partners. This role will be the first line of defense for clients experiencing technical issues with the organization's products, the SMS & WhatsApp application. There will also be the opportunity to deepen 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.

Core values of the organization include:

• 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 one's own interests, the focus is on serving others.

• Hustle & Tenacity: Action-oriented and happiest in motion. Pride is taken in delivering exceptional experiences for clients & partners. In the midst of adversity or challenges, the team does not quit, but holds to a vision and eliminates barriers to find resolution & make things happen.

• Twinkle in your Eye: This represents hidden energy, emotion, or humor – the excitement of having a particular idea before putting it into action. It's about knowing something about something and being excited to share that knowledge.

• Proactive: The aim is for a no-surprises policy that builds trust by outlining 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: Continually evolving, creating, beautifully curious, and willing to step outside comfort zones. Unwilling to settle for how things are, there is always a search for ways to engage more effectively and efficiently. Navigating a growing and dynamic business is easiest with a growth mindset.

Key Responsibilities

• Provide first-line technical support for the SMS & WhatsApp application via email, text, virtual meeting, phone, or chat, ensuring client success with the organization's products and services.
• In a 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 Salesforce and product knowledge to assess client needs and craft appropriate solutions.
• Advocate for client priorities internally within the team.
• Maintain accurate client information in Salesforce Cases to track progress toward KPIs and ensure seamless cross-department communication.

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• Develop and update the internal knowledge base and blog posts, contributing content to the support community.
• Configure products 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.
• Actively participate in the product release cycle by testing new package versions in demo environments, confirming bug resolutions, and documenting changes to feature functionality or naming conventions; closely monitor and follow new patch releases.
• Recognize and understand new features/releases in the products and Salesforce; communicate changes in Salesforce that create a potential need for changes in the product.

Required Qualifications

• 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 (support will be provided for growth).

• 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 technical expertise.

• 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 continued growth will be supported).

• 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.

Preferred Qualifications

• Fluency in foreign languages and/or experience in the nonprofit or international development sector is a plus.

Salary and Benefits

• $60-70K, dependent upon experience
• Bonus incentives for productivity milestones set by management
• Complete Medical, Vision, Dental Insurance, Short-term/Long-term Disability, and Life Insurance fully covered by the organization
• 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

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”