Работа в России, вакансия - Customer Support Specialist • Минск - id437

Who We Are:

Egnition builds automation apps exclusively for Shopify merchants. Fully remote, 10+ countries, founded in Australia. One rule: if something has our name on it, it works — or it' s free.

No outsourcing. No vague documentation. No assumptions left unstated. Intellectual honesty here is the norm, not a selling point.

The Role:

You' ll be the first person a merchant speaks to when something goes wrong — often during their busiest, most expensive moments.

That means structured thinking, precise written English, the ability to diagnose technical issues without hand-holding, and the judgment to know when to own a problem vs. when to escalate it.

The measure: every merchant ends the conversation more confident than when they started it.

What You' ll Do Day-to-Day:

— Be the first point of contact. Handle merchant inquiries via email, chat, and CRM — promptly and with genuine care.

— Diagnose the issue. Figure out what' s actually wrong before explaining how to fix it.

— Keep things documented. Write up knowledge base articles and ticket notes that your teammates will find helpful.

— Escalate properly. Give the dev team a clear, useful brief — not just ' the customer' s unhappy.'

— Track patterns. If the same issue keeps appearing, flag it — don' t just close tickets and move on.

— Represent the standard. Every message you send reflects on Egnition.

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

Required

+ Strong written English — C1/C2 level. Spelling and grammar matter.

+ 1–3 years in customer support, ideally in SaaS, eCommerce, or a technical environment.

+ Experience with a helpdesk or CRM — Zendesk, Freshdesk, Helpscout, Intercom, or similar.

+ Technical mindset. You can investigate a problem, form a theory, test it, and explain what you found. + Good organisational habits. Things don' t fall through the cracks on your watch.

+ Calm under pressure. When a merchant is stressed about lost sales, you' re the steady one.

+ Remote-ready. Self-motivated and reliable. No supervision required.

+ Available for a 2/2 rotating shift, 8 AM – 8 PM MSK or Monday – Thursday, 3 PM – 2 AM MSK. Non-negotiable.

+ Flexibility to cover shift swaps when the day or evening team requires cover for sick leave or vacation.

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

Two options available:
1. 2/2 rotation — two days on, two days off — from 8 AM to 8 PM (GMT +3).

2. Fixed days: ​​​​​​​Monday to Thursday, 3 PM to 2 AM (GMT +3). Eleven-hour shifts across four days, with three consecutive days off each week.

Your schedule is communicated in advance without exception.​​​​​​​​​​​​​​

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.

As part of a 24-hour support operation spanning a day team and an evening team, this role includes occasional shift coverage. When a colleague takes sick leave or vacation, you may be asked to adjust your schedule in coordination with the team. All changes are agreed in advance, communicated clearly, and compensated accordingly.

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/Fixed days: ​​​​​​​Monday to Thursday. 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.

How We Hire: 01

Written Application

Two or three specific questions that require actual thinking. Not ' tell us about yourself.' How you write here is the first real signal.

02

90-Second Voice Response

One question, answered as a voice recording — 90 seconds maximum. No script, no preparation. Just respond naturally. Written and spoken English are different things. We need to hear both. Under five minutes.

03

One-Hour Interview

By this point we already know you can write and speak. This is a real conversation about how you think and whether this is the right fit for both sides. Google Meet. Decision within one week.

Let' s ignite some eCommerce greatness together!

The Egnition Team

P.S. Egnition = eCommerce Ignition. Just shorter and catchier!