Technical Support Specialist English Based in Portugal - okendo

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