Job VC
Zendesk Help Desk Support Specialist (L1/L2)
Technologies
Description
We are looking for a dedicated
Help Desk Support Specialist
to provide coverage for our Zendesk support system.
Key Responsibilities:
Help Desk Coverage (12 AM — 8 AM EST, 5 shifts/week)
Respond promptly to emergency calls and critical alerts during assigned hours, if they arise
Deliver first-line support to internal teams (Warehouse, Transportation, Sales, Accounting, HR, etc.) via Zendesk and chat
Assist new hires with system access, password resets, and onboarding support for internal tools
Ability to clearly communicate technical instructions and process guidance to non-technical users
Troubleshoot internal queries: ERP, warehouse management systems, warehouse devices
Monitor system alerts and escalate major incidents to the appropriate teams when necessary
Serve as the first point of contact for issue resolution and escalation
Assist in creating and improving operating procedures and a knowledge base
What We’re Looking For:
Good level of English. Strong communication skills, particularly in written format (chat and ticket responses)
Experience in Help Desk Support (preferably with Zendesk)
Ability to troubleshoot and resolve common user issues independently
Experience handling minor alert monitoring and escalating critical issues appropriately
Availability for overnight shifts (12 AM — 8 AM EST) and weekend hotline coverage (work early morning European time + one night shift/week)
Preferred Qualifications:
Basic knowledge of warehouse management systems
Experience working with MS365 and ERP
Experience in creating and maintaining documentation, runbooks, and knowledge bases.
We Offer:
Maximum flexibility
Structured onboarding and access to all documentation needed to support your day-to-day work
Professional trainings, conferences and certifications
Corporate events and benefits
Professional literature
English courses.
If you are interested, please let us know
[email protected]
Help Desk Support Specialist
to provide coverage for our Zendesk support system.
Key Responsibilities:
Help Desk Coverage (12 AM — 8 AM EST, 5 shifts/week)
Respond promptly to emergency calls and critical alerts during assigned hours, if they arise
Deliver first-line support to internal teams (Warehouse, Transportation, Sales, Accounting, HR, etc.) via Zendesk and chat
Assist new hires with system access, password resets, and onboarding support for internal tools
Ability to clearly communicate technical instructions and process guidance to non-technical users
Troubleshoot internal queries: ERP, warehouse management systems, warehouse devices
Monitor system alerts and escalate major incidents to the appropriate teams when necessary
Serve as the first point of contact for issue resolution and escalation
Assist in creating and improving operating procedures and a knowledge base
What We’re Looking For:
Good level of English. Strong communication skills, particularly in written format (chat and ticket responses)
Experience in Help Desk Support (preferably with Zendesk)
Ability to troubleshoot and resolve common user issues independently
Experience handling minor alert monitoring and escalating critical issues appropriately
Availability for overnight shifts (12 AM — 8 AM EST) and weekend hotline coverage (work early morning European time + one night shift/week)
Preferred Qualifications:
Basic knowledge of warehouse management systems
Experience working with MS365 and ERP
Experience in creating and maintaining documentation, runbooks, and knowledge bases.
We Offer:
Maximum flexibility
Structured onboarding and access to all documentation needed to support your day-to-day work
Professional trainings, conferences and certifications
Corporate events and benefits
Professional literature
English courses.
If you are interested, please let us know
[email protected]