Customer Support Specialist

Customer Support Specialist

Описание вакансии

Who We Are:
We're Egnition—a fast-moving team crafting apps exclusively for Shopify stores. Fully remote, flexible, and proudly global—we currently span 10+ countries and originally hail from sunny Australia. We’re passionate about excellence, always precise and informative, never assuming unless we clearly state it, and relentlessly committed to quality. No outsourcing, no distractions—just passionate people building reliable, straightforward products that automate laborious and demanding tasks, helping businesses and people win back their valuable time.

The Challenge (and Opportunity)

We’re looking for a Customer Support Specialist to lead and scale our customer support function. Your mission? Be the trusted first point of contact for our merchants, ensuring their questions are answered promptly, their issues are resolved effectively, and their overall experience with Egnition is exceptional. Ensure every merchant using our apps feels heard, supported, and empowered. At Egnition, we believe great support is just as important as the products themselves.

What You’ll Actually Do

  • Respond to customer inquiries via email, chat, or CRM system in a timely and professional manner.

  • Troubleshoot issues, provide clear explanations, and guide users through solutions.

  • Document common issues and contribute to building an internal backlog.

  • Escalate complex cases to the product or development team with detailed, accurate information.

  • Track, prioritize, and follow up on support tickets to ensure nothing is missed.

  • Collect and share customer feedback to help improve products and processes.

  • Represent Egnition’s values of precision, reliability, and customer-first care in every interaction.

You Are

  • Empathetic, patient, and committed to providing excellent customer experiences.

  • Strong in written English communication—able to explain solutions clearly and simply.

  • Organized, detail-oriented, and reliable in tracking and resolving customer issues.

  • Comfortable troubleshooting software issues (basic technical knowledge required).

  • Experienced in customer support for SaaS, e-commerce, or apps (Shopify experience is a strong plus).

  • A proactive problem-solver who isn’t afraid to ask questions or escalate when needed.

  • Comfortable working remotely in a global, fast-paced team.

We Offer

  • Competitive salary (aligned with your experience), paid reliably twice per month.

  • Fully remote position—work from wherever you’re happiest.

  • Flexible schedule (40 hours/week)—just be present and engaged during your shift

  • Generous vacation policy (20 working days/year) and 10 days paid sick leave.

  • Guaranteed quality: our products always work as promised, or they're free.

Tech Stack & Tools

Shopify, Helpdesk/CRM systems (Zendesk, Helpscout, or similar), JIRA, Confluence, Slack, Google Meet, Calendly.

Ready to deliver top-notch support and help merchants succeed with Egnition’s apps?

Let’s ignite some eCommerce greatness together!

— Egnition Team

P.S. Egnition = eCommerce Ignition, just shorter (and catchier)!

Навыки
  • Английский язык
  • Деловая переписка
  • Деловая коммуникация
  • Customer Service
  • Customer Support
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