Technical Support Specialist

Technical Support Specialist (Based in Brazil) 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. The role involves completing onboarding tasks for merchants, requiring front-end development on Shopify storefronts using HTML/Liquid, CSS, and JavaScript. Responsibilities include installing Okendo widgets, performing feature setup steps, customizing widgets, and addressing front‑end bugs. You will collaborate with support team members, adhere to coding practices, and contribute to documentation. 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, preferably using front‑end technologies such as HTML, CSS, and JavaScript – an understanding of these technologies is a must Clear and concise written and verbal communication skills, with the ability to engage technical and non‑technical users Confidence in 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 Learning about the eCommerce industry and familiarizing yourself with the amazing brands that Okendo partners with Certifying as an Okendo Product Expert Completing the onboarding program and moving into servicing customers Behaving consistently with company values and culture Shadowing other Technical Support Specialists on chat and email handling 2‑Month Success Installing, styling, and assisting with the setup and configuration of the Okendo app according to customer requirements Ensuring all installations and support tasks are completed to Okendo’s high standards and industry best practices with little supervision Liaising with business units such as Sales, Customer Success, and Development to ensure customer success Working with peers towards common goals and following up on tasks as required Demonstrating accuracy and ownership at every stage of work Proactively handling chat and email support for merchants with some oversight 3‑Month Success Owning the role and working independently with full ownership of tasks Achieving set KPIs and consistently completing installations and support tasks to high standards Reflecting skill and craft in the quality of work Actively engaging on Stack Overflow by asking and answering questions Reviewing tickets to ensure work meets professional standards and company processes Keeping internal support documentation up to date Collaborating with development to improve system stability, availability, performance, and reliability Creating, maintaining, and testing app functionalities as directed 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 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr