Technical Support Specialist (Based in Mexico)

2 months, 3 weeks ago
Full-time
Junior
Customer and Technical Support
Okendo

Okendo

Okendo offers a customer marketing platform designed to enhance growth opportunities and foster customer loyalty by leveraging social proof, facilitating word-of-mouth marketing, and driving conversions for brands.

Professional Services
11-50
Founded 2016
$31M raised

Description

  • Provide responsive chat and email support to merchants during onboarding, post-installation, and ongoing maintenance.
  • Complete merchant onboarding tasks that require front-end work on Shopify storefronts using HTML/Liquid, CSS, and JavaScript.
  • Install Okendo widgets on storefronts and complete feature setup, including SEO optimization and app integrations.
  • Customize widgets, install additional components, and investigate and resolve front-end bugs.
  • Follow Okendo’s guidelines and coding practices to deliver high-quality support work.
  • Assist other support team members with questions and tasks as needed.
  • Maintain and contribute to internal technical documentation, tutorials, FAQs, and troubleshooting guides.
  • Escalate incidents to the appropriate internal teams when necessary.
  • Collaborate with the development team to share customer feedback and identify product improvements.
  • Support cross-functional work with Sales and Customer Success, including technical consultations and product demonstrations.

Requirements

  • 3+ years of experience in a customer-facing support role with a technical specialization.
  • Experience writing code in an academic or commercial setting.
  • Strong understanding of front-end technologies, especially HTML, CSS, and JavaScript.
  • Experience with Shopify or similar e-commerce platforms.
  • Clear and concise written and verbal communication skills.
  • Confidence in troubleshooting, debugging, and problem-solving.
  • Familiarity with SaaS and experience with HubSpot or a similar CRM.
  • Ability to work independently, learn quickly, and manage time effectively.
  • Customer-focused, empathetic, and patient approach to support.
  • Experience with Stack Overflow, ticket reviews, or technical documentation is preferred.

Benefits

  • Remote full-time exempt role based in Mexico.
  • Opportunity to help build a customer success function at a high-growth startup backed by top investors.
  • Opportunity to work closely with cross-functional teams and contribute to product improvements.
  • Professional development through onboarding and certification as an Okendo Product Expert.

Interested in this position?

Apply directly on the company website

Apply Now

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