Technical Support Specialist

hace 6 días

Colombia Okendo Pty A tiempo completo

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at Okendo Pty. As a Technical Support Specialist, you will play a crucial role in ensuring the seamless integration and ongoing support of our platform for Shopify brands.

Key Responsibilities:

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

Team Collaboration:

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

Product Feedback and Industry Awareness:

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

Cross-Functional Support:

  1. Participate in cross-functional projects to enhance overall customer experience and support efficiency.
  2. 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:

  1. 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.
  2. Own the creation of technical support resources, including tutorials, FAQs (maintaining Stack Overflow), and troubleshooting guides, to empower merchants to leverage Okendo effectively.

Requirements:

  1. 3+ years of experience in a customer-facing support role with a technical specialization.
  2. 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.
  3. Clear and concise written and verbal communication skills, with the ability to engage technical and non-technical users.
  4. Confidence at troubleshooting, debugging, and problem-solving.

Qualities:

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

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