Technical Support Specialist (English Based in Portugal)

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.
• Experience writing code in either an academic or commercial setting, ideally using front-end technologies such as HTML, CSS, and JavaScript.
• Clear and concise written and verbal communication skills, with the ability to engage technical and non-technical users.
• Confidence 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 to a standard in line with Okendo’s high standards and industry best practices with little supervision or support.
• Install, style and assist with the setup and configuration of the Okendo app according to the requirements of the customer.
• Liaise with other business units such as Sales, Customer Success and Development to ensure the customer’s success.
• Be able to work with your peers towards a common goal.
• Ensure the completion of your own work and follow up with others as required. Take ownership of problems when you find them.
• Perceive the relative importance of individual tasks and act on these with appropriate speed and urgency.
• Ensuring the right information reaches the right people at the right time.
• Demonstrate a concern for accuracy at every stage and in every aspect of a task.
• Verify your own work meets the same standards you would expect from other employees before requesting a review.
• Seek out techniques appropriate to solving the problem at hand, and make reasonable endeavours to understand the problem before seeking the assistance of others.
• You are proactively handling chat and email support for merchants with some oversight.

3-Month Success

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