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:
- 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.
-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
Qualities
Communication Skills:
Clear and concise written and verbal communication skills, adept at engaging both technical and non-technical users.
Technical Proficiency:
Experience with HTML/CSS and Shopify (or similar e-commerce platforms). Familiarity with SaaS and experience with Hubspot or similar CRM.
Extreme Ownership:
Demonstrate a strong sense of responsibility and accountability in all tasks and outcomes.
Quick Learner:
Exhibit the ability to grasp new concepts swiftly.
Empathy and Engagement:
Approach interactions with empathy, warmth, and an engaging demeanor.
Time Management:
Proficiently manage time to ensure efficient task completion.
Problem Solving:
Possess a natural inclination to seek out solutions and find resolutions.
Work Ethic:
Exhibit diligence and dedication to tasks.
Judgment and Commercial Acumen:
Demonstrate sound judgment and a business-minded approach.
Customer-Oriented:
Display a friendly, patient, and customer-focused attitude.
1-Month Success
-You're learning about the eCommerce industry and familiarizing yourself with the amazing brands that Okendo partners with.
-You are certified as an Okendo Product Expert.
-You've completed our onboarding program and are on your way to servicing our customers
-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.
-You are shadowing other TSS on how to handle chat and email.
2-Month Success
Ensure all installations and support tasks are completed t