Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 3+ years of experience in a customer facing support role with a technical specialization.
- Experience writing code, in either an academic or commercial setting.
- Experience with HTML/CSS and Shopify (or similar e-commerce platforms).
- 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.
Nice to Have
- Familiarity with SaaS and experience with Hubspot or similar CRM.
