Technical Support Specialist

Role overview Provide first-line technical support for a software application that enables SMS and WhatsApp communications within Salesforce. You’ll help clients diagnose issues, configure standard features, and get value from the product, while coordinating with specialist teams when a request needs deeper engineering work.

Responsibilities - Respond to client questions and technical issues through email, phone, chat, and virtual meetings. - Investigate problems, identify likely causes, and work with senior support colleagues to resolve or escalate complex cases. - Configure product features and set up standard, prebuilt automations; coordinate handoffs for custom or advanced automation needs. - Record case details and progress in Salesforce, and communicate client priorities to relevant internal teams. - Test product updates in demo environments, verify fixes, and document changes to features and functionality. - Contribute to team knowledge sharing, support documentation, and process improvements.

Requirements - At least two years of experience in software support. - Working knowledge of Salesforce as a power user or administrator, with interest in developing that expertise. - Strong troubleshooting, analytical, and problem-solving skills. - Clear written and verbal communication, including the ability to explain technical topics to both technical and nontechnical audiences. - Ability to manage competing priorities, adapt to changing needs, and communicate across remote channels. - Sound judgment about when and how to escalate issues, with a collaborative approach to client service.

Nice to have - Fluency in additional languages. - Experience in nonprofit or international development settings.

Benefits and work setup The role is remote within the United States. Listed compensation is $60,000–$70,000, depending on experience, with productivity-based bonus incentives. Benefits include medical, dental, vision, disability, and life coverage; a matching 401(k); flexible time off; nine U.S. federal holidays; six paid sick days; and the option to use floating holidays.