Technical Support Specialist

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January 15

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Okendo

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eCommerce • Marketing • SaaS

Okendo is a comprehensive customer marketing platform designed to build stronger, more profitable customer relationships for e-commerce businesses. The platform integrates various products such as reviews, quizzes, referrals, loyalty programs, and surveys to enhance customer trust, match shoppers with desired products, and improve customer engagement. Okendo's offerings include multiple integrations with platforms like Google, Meta Pixel, and Klaviyo, and are specifically tailored to enhance customer experiences and drive revenue growth. As a tool to leverage customer opinions and loyalty, Okendo empowers businesses to grow their online presence by optimizing conversions and increasing customer lifetime value.

11 - 50 employees

Founded 2018

🛍️ eCommerce

☁️ SaaS

💰 $26M Series A on 2022-07

📋 Description

• 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 • 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