.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