Technical Support Specialist

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:

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 Operations:

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.

What we need from you:

1. 3+ years of experience in a customer-facing support role with a technical specialization.
2. 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.
3. You should have clear and concise written and verbal communication skills, with the ability to engage technical and non-technical users.
4. You should be confident 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.

1-Month Success:

1. You’re learning about the eCommerce industry and familiarizing yourself with the amazing brands that Okendo partners with.
2. You are certified as an Okendo Product Expert.
3. You’ve completed our onboarding program and are on your way to servicing our customers
4. 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.
5. You are shadowing other TSS on how to handle chat and email.

2-Month Success:

1. 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.
2. Install, style and assist with the setup and configuration of the Okendo app according to the requirements of the customer.
3. Liaise with other business units such as Sales, Customer Success and Development to ensure the customer’s success.
4. Be able to work with your peers towards a common goal.
5. Ensure the completion of your own work and follow up with others as required. Take ownership of problems when you find them.
6. Perceive the relative importance of individual tasks and act on these with appropriate speed and urgency.
7. Ensuring the right information reaches the right people at the right time.
8. Demonstrate a concern for accuracy at every stage and in every aspect of a task.
9. Verify your own work meets the same standards you would expect from other employees before requesting a review.
10. Seek out techniques appropriate to solving the problem at hand, and make reasonable endeavours to understand the problem before seeking the assistance of others.
11. You are proactively handling chat and email support for merchants with some oversight.

3-Month Success:

1. You will own the role and be able to successfully work independently.
2. You will be achieving your set KPIs.
3. You will be consistently completing all installations and support tasks to a standard in line with Okendo’s high standards and industry best practices.
4. The quality of your work is a reflection of your skill and craft.
5. You will be actively involved with asking and answering questions on Stack Overflow.
6. 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.
7. Assist with keeping the company internal support documentation up-to-date.
8. Work with the development team to identify ways of improving system stability, availability, performance and reliability.
9. Create, maintain and test app functionalities as required or directed, associated with projects you may be working on over time.
10. 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