Okendo

Technical Support Specialist

Okendo

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • 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. 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
  • Confident at troubleshooting, debugging and problem-solving
Benefits
  • Health insurance
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
HTMLLiquidCSSJavaScriptSEO optimizationfront-end developmenttroubleshootingdebuggingproblem-solvingtechnical documentation
Soft skills
communication skillscustomer supportcollaborationproblem-solvingengagementproactive supportteamworkattention to detailadaptabilitycustomer feedback