See the LinkedIn posting here.

About Us

At MangoApps, we are redefining work for office-based and frontline employees with an innovative platform that connects, communicates, and collaborates seamlessly. As a leader in employee experience solutions, we empower organizations to drive productivity and engagement. Join our agile, collaborative team to shape the future of work.

About the Role

The Technical Support Specialist serves as the first point of contact for customers seeking technical support and guidance with MangoApps products. In this role, you will assist customers with troubleshooting, resolving issues, and optimizing their use of our products, ensuring timely and effective solutions to their concerns. You will gather customer feedback, collaborate closely with the QA, Engineering, and other departments to escalate issues and maintain high levels of customer satisfaction.

This position is perfect for someone who is passionate about customer success, excels at problem-solving, and thrives in a collaborative environment.

Key Responsibilities

Technical Support & Troubleshooting

• Address customer queries via chat, email, and phone with prompt, accurate solutions.
• Resolve Level 1 issues; escalate complex cases to Level 2 or engineering teams.
• Track and document escalations and follow-ups thoroughly.

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Customer Training & Enablement

• Assist customers with product setup and basic configurations.
• Simplify technical concepts for non-technical users.
• Create and update support guides, FAQs, and instructional content.
• Stay informed on new product features to enhance support quality.

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Qualifications

• 2+ years of experience in a customer-facing technical support role, preferably in SaaS.
• Strong troubleshooting and problem-solving abilities with attention to detail.
• Familiarity with modern web tools, APIs, and basic networking concepts.
• Excellent verbal and written communication skills.

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Preferred Skills

• Bachelor’s degree in Computer Science, IT, or a related field, or equivalent experience.
• Experience with enterprise collaboration platforms or intranet solutions.
• Ability to work in a fast-paced, agile environment.
• Proficiency in creating support documentation or training materials.

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Must-Have Cultural Attributes

• All-In: Fully committed to excellence and team success.
• Passionate: Excited about helping customers and ensuring their success.
• Go-Getter: Eager to take on challenges and achieve results.

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Why Join Us?

• Be part of a team committed to delivering exceptional customer experiences.
• Collaborate with talented and supportive colleagues in an agile workplace.
• Gain opportunities for growth and development in a thriving SaaS company.

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Benefits include:

• Flexible work arrangements.
• Comprehensive health and wellness benefits.
• Opportunities for professional growth and development.

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What is Working at MangoApps Like?

• Individual initiatives, accountability, and driving outcomes are key to success.
• Teamwork, diversity, and work-life balance are celebrated.
• Your career at MangoApps is defined by you—your growth has no limits.

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