Okendo – Technical Support Specialist (English Based in Portugal)

Overview

Position Summary:

As a Technical Support Specialist at Okendo, you will play a crucial role in ensuring the seamless integration and ongoing support of our platform for Shopify brands. This position involves completing onboarding tasks for merchants, requiring front-end development on Shopify storefronts using HTML/Liquid, CSS, and Javascript. You will be responsible for tasks such as installing Okendo widgets, performing feature setup steps, customizing widgets, and addressing front-end bugs. Collaboration with other support team members, adherence to coding practices, and contribution to documentation are integral to this role.

How you’ll create impact:

Technical Support:

– Provide responsive and effective chat and email support to merchants during onboarding, post-installation, and ongoing maintenance phases.
– Complete onboarding tasks for merchants, involving front-end development on Shopify storefronts (HTML/Liquid, CSS, Javascript).
– Install Okendo widgets on storefronts and perform feature setup steps, including SEO optimization and integrations with other apps.
– Fulfill post-install and maintenance tasks for merchants.
– Customize Okendo’s widgets, install extra components, and investigate front-end bugs.
– Follow Okendo’s guidelines and coding practices to ensure high-quality work.
– Maintain a high standard of work quality for yourself and your peers.
– Actively solicit Okendo app reviews from satisfied customers.

Team Operations:

– Assist other support team members with their questions and tasks when applicable.
– Contribute to the maintenance of the internal technical documentation.
– Escalate incidents to the proper team members/teams as necessary.

Product Feedback and Industry Awareness:

– Collaborate with the development team to communicate customer feedback and identify potential product enhancements.
– Stay informed about industry trends, best practices, and emerging technologies to provide proactive and innovative support to merchants.

Cross-Functional Support:

– Participate in cross-functional projects to enhance overall customer experience and support efficiency.
– Collaborate with the sales and marketing teams to assist in technical aspects of pre-sales activities, including technical consultations and product demonstrations.

Empower Okendo Merchants:

– Engage actively in Okendo forums, webinars, and various channels to address common merchant queries, share valuable insights and best practices, and cultivate a culture of trust and exceptional service.
– Own the creation of technical support resources, including tutorials, FAQs (maintaining Stack Overflow), and troubleshooting guides, to empower merchants to leverage Okendo effectively.

What we need from you:

– 3+ years of experience in a customer facing support role with a technical specialization
– You must have experience writing code, in either an academic or commercial setting. Ideally, using front-end technologies such as HTML, CSS, and JavaScript – an understanding of these technologies is a must.
– You should have clear and concise written and verbal communication skills, with the ability to engage technical and non-technical users.
– You should be confident at troubleshooting, debugging and problem-solving

Qualities

Communication Skills: Clear and concise written and verbal communication skills, adept at engaging both technical and non-technical users.
Technical Proficiency: Experience with HTML/CSS and Shopify (or similar e-commerce platforms). Familiarity with SaaS and experience with Hubspot or similar CRM.
Extreme Ownership: Demonstrate a strong sense of responsibility and accountability in all tasks and outcomes.
Quick Learner: Exhibit the ability to grasp new concepts swiftly.
Empathy and Engagement: Approach interactions with empathy, warmth, and an engaging demeanor.
Time Management: Proficiently manage time to ensure efficient task completion.
Problem Solving: Possess a natural inclination to seek out solutions and find resolutions.
Work Ethic: Exhibit diligence and dedication to tasks.
Judgment and Commercial Acumen: Demonstrate sound judgment and a business-minded approach.
Customer-Oriented: Display a friendly, patient, and customer-focused attitude.

1-Month Success

– You’re learning about the eCommerce industry and familiarizing yourself with the amazing brands that Okendo partners with.
– You are certified as an Okendo Product Expert.
– You’ve completed our onboarding program and are on your way to servicing our customers!
– Behave in a manner consistent with the company values and culture that define the working environment and underpin the decisions we make as a team.
– You are shadowing other TSS on how to handle chat and email.

2-Month Success

– Ensure all installations and support tasks are completed to a standard in line with Okendo’s high standards and industry best practices with little supervision or support.
– Install, style and assist with the setup and configuration of the Okendo app according to the requirements of the customer.
– Liaise with other business units such as Sales, Customer Success and Development to ensure the customer’s success.
– Be able to work with your peers towards a common goal.
– Ensure the completion of your own work and follow up with others as required. Take ownership of problems when you find them.
– Perceive the relative importance of individual tasks and act on these with appropriate speed and urgency.
– Ensuring the right information reaches the right people at the right time.
– Demonstrate a concern for accuracy at every stage and in every aspect of a task.
– Verify your own work meets the same standards you would expect from other employees before requesting a review.
– Seek out techniques appropriate to solving the problem at hand, and make reasonable endeavours to understand the problem before seeking the assistance of others.
– You are proactively handling chat and email support for merchants with some oversight.

3-Month Success

– You will own the role and be able to successfully work independently.
– You will be achieving your set KPIs
– You will be consistently completing all installations and support tasks to a standard in line with Okendo’s high standards and industry best practices
– The quality of your work is a reflection of your skill and craft.
– You will be actively involved with asking and answering questions on Stack Overflow.
– Perform ticket reviews to ensure the work of other employees is of a professional standard, meets functional requirements, and follows established company processes and coding standards.
– Assist with keeping the company internal support documentation up-to-date.
– Work with the development team to identify ways of improving system stability, availability, performance and reliability.
– Create, maintain and test app functionalities as required or directed, associated with projects you may be working on over time.
– You are proactively handling chat and email support for merchants with little to no oversight.

Why Okendo?

This is an opportunity to join a high-growth startup backed by some of the top investors in the world. You will have the opportunity to participate in the creation of a top-notch Customer Success function from the ground up!

Tagged as: JavaScript, mid-level