Customer Support Specialist

Беларусь

Описание вакансии

Who We Are:

We're Egnition (eCommerce Ignition), a fully remote team building apps exclusively for Shopify merchants. We're spread across 10+ countries, originally founded in Australia, and we're united by one mission: creating reliable tools that automate tedious tasks and give business owners their time back.

We're passionate about excellence. We're precise, we never assume unless we clearly state it, and we're relentlessly committed to quality. No outsourcing, no distractions. Just a dedicated team building straightforward products that actually work.

Our guarantee: Our products always work as promised, or they're free.

The Role:

We're looking for a Customer Support Specialist who will become the trusted voice of Egnition for our merchants. You'll be the first point of contact when store owners need help, have questions, or run into issues with our apps.

This isn't just answering tickets. You'll be solving real problems for real businesses, often during their busiest moments. You'll troubleshoot issues, explain solutions clearly, and represent Egnition's values of precision, reliability, and customer-first care in every interaction.

Your mission: Make sure every merchant using our apps feels heard, supported, and empowered to succeed.

What You'll Do Day-to-Day:

Respond to customer inquiries via email, chat, and our CRM system. Quickly, professionally, and with empathy.
Troubleshoot technical issues with our Shopify apps and guide users through solutions step-by-step.
Document everything. Track common issues, create internal knowledge base articles, and keep detailed ticket notes.
Escalate complex cases to our product and development teams with clear, accurate information (no vague "it's broken" messages).
Prioritize and follow up on support tickets so nothing slips through the cracks.
Collect customer feedback and share insights with the team to improve our products and processes.
Be proactive. Spot patterns in support requests and suggest improvements before issues become widespread.
Represent Egnition's standards. Every response you write reects our commitment to quality and reliability.

What We're Looking For (Must-haves):

Fluent English (C1/C2 level) with excellent written communication. You can explain complex things simply.
1-3 years of customer support experience, ideally in SaaS, eCommerce, or tech products.
Experience with helpdesk/CRM systems like Zendesk, Freshdesk, Helpscout, Intercom, or similar tools.
Basic technical troubleshooting skills. You're comfortable investigating software issues and finding solutions.
Highly organized and detail-oriented. Nothing falls through the cracks on your watch.
Empathetic and patient, especially with frustrated customers who may be losing sales.
Self-directed and reliable. You thrive working remotely without constant supervision.
Available for 2/2 rotating shifts, 8 AM - 8 PM GMT+3. This schedule is non-negotiable for the role.

Would Be Great If You Have:

Experience with Shopify (as a merchant, app user, or support specialist)
Background in eCommerce or online retail
Familiarity with JIRA, Confluence, Slack, or similar collaboration tools
Experience working in fully remote, international teams
Previous experience documenting processes or creating help articles

Schedule & Work Expectations

Schedule: 2/2 rotating shifts (work 2 days, off 2 days)
Hours: 8 AM - 8 PM GMT+3 (12-hour shifts)
Total: 40 hours per week
Format: Fully remote. Work from anywhere with stable internet.

Why 12-hour shifts? Our merchants need support during their business hours across multiple time zones. The 2/2 schedule gives you extended time off to recharge while making sure our customers always have someone available to help them.

You'll know your schedule in advance and have consistency in your rotation.

What We Offer

Competitive salary aligned with your experience, paid reliably twice per month.
Fully remote position. Work from wherever you're happiest (stable internet required).
2/2 rotating schedule. Extended days off built into your routine.
20 working days paid vacation per year.
10 days paid sick leave annually.
Work with a global team spanning 10+ countries. Diverse perspectives, zero office politics.
Quality tools. Shopify, modern helpdesk system, JIRA, Confluence, Slack, Google Meet.
Guaranteed quality. Our products always work as promised, or they're free.
Growth opportunities. As we scale, so do opportunities for advancement.
Salary: Competitive, based on experience.

Our Tech Stack & Tools

You'll work with:

Shopify (the platform our apps run on)
Helpdesk/CRM systems like Zendesk, Helpscout, or similar (we'll train you)
Project management tools like JIRA and Confluence
Communication tools like Slack and Google Meet
Scheduling via Calendly

Don't know all of these? That's okay. We'll train you on our specific setup. But you should be comfortable learning new software quickly.

About Our Customers

You'll be supporting Shopify merchants. These are entrepreneurs and business owners running online stores. They range from solo founders managing everything themselves to larger teams with dedicated

staff.

What matters to them:

Their store uptime and sales (downtime means lost money)
Quick, accurate answers when they're stuck
Feeling confident they can rely on our apps
Clear communication without jargon

Your impact: When you solve a merchant's problem, you're directly helping their business succeed. That's what makes this role rewarding.

How to Apply

Ready to deliver exceptional support and help merchants succeed with Egnition's apps?

To apply, you must submit:

Your updated CV/resume
A cover letter (mandatory) answering this question: "Describe a time you turned a frustrated customer into a happy one. What did you do, and what was the outcome?" (150-300 words)
Confirmation of your availability for 2/2 shifts, 8 AM - 8 PM GMT+3

Important: Applications without a cover letter will not be considered. All three components are required.