Technical Support Specialist

March 12

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Okendo

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The customer marketing platform that builds connections between consumers and the brands they love.

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

11 - 50

💰 $26M Series A on 2022-07

Description

• 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. • 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. • 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. • 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. • 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.

Requirements

• 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