Software Implementation Specialist - e-commerce

June 28

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Okendo

WebsiteLinkedInAll Job Openings

ecommerce • social commerce • customer experience • customer engagement • customer reviews

11 - 50

💰 $26M Series A on 2022-07

Description

• About Okendo • We believe happy customers make the best marketers. • That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love. • Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximizing lifetime value. • Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 12,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans. • Position Summary: • As an Onboarding Specialist at Okendo, you will play a crucial role in ensuring a seamless onboarding experience for our low-touch and SMB merchants. Handling onboarding customer inquiries through chat email, and zoom support, you'll be at the forefront of providing first-level support, guiding users through software-related queries, and troubleshooting reported issues. • How you'll create impact: • Coordinate and oversee the implementation of Okendo for Low-touch and SMB onboarding and support High-touch onboarding to ensure a seamless go-live experience for merchants via chat and email. • Monitor your personal metrics (such as but not limited to: go-live rate, go-live time, merchants satisfaction ratings, etc) and work with management to continuously improve those metrics. • Stay on top of assigned tickets/chats to ensure merchants experience quick response time and proactive followups as set in the team SLAs. • Assist customers with general and software-related queries, instructing users on new features, and troubleshooting reported issues. • Coordinate and resolve incidents, escalating when necessary and ensuring timely follow-up documentation (emails, tickets, chats, etc.) after each interaction. Coordinate cross-functional work as needed and per onboarding procedures. • Stay on top of your assigned merchants by proactively following up with them regularly per the team SLA, and assisting with other team members’ onboarding tickets as directed by management. • Uphold CRM standards through maintaining and following guidelines for ticket and pipeline hygiene including: • Ensuring all tickets include essential information (categories, company information, notes, etc.) • Ensuring all tickets are being properly updated and moved through the pipeline • Properly prioritizing and meeting expected resolution times for tickets • Utilize critical thinking skills to determine relevant solutions or features for the merchant's business. • Maintain state-of-the-art knowledge of the Okendo products and solutions

Requirements

• 1 year of remote work experience in the tech or commerce industry • Clear and concise written and verbal communication skills, adept at engaging both technical and non-technical users. • Experience with Shopify or similar e-commerce platforms familiarity with SaaS and with CRMs. • Take complete responsibility for actions, job, and output. • Ability to learn rapidly in a dynamic environment. • Display warmth and empathy in customer interactions. • Strong time management skills. • Display an inquisitive mindset and work to find solutions. • Ability to communicate concisely. • Demonstrate a strong work ethic. • Exhibit good judgment and commercial awareness. • Friendly, patient, and customer-focused.