Help Desk Agent

We are seeking a dedicated Help Desk Technician to join our Wirex team and provide technical assistance to users, ensuring smooth operation of systems and minimizing downtime. Who we are: At Wirex, we believe everyone should have access to the benefits of digital currency. We were the first to launch a crypto-enabled debit card, and we’re still ahead of the game—offering intuitive, secure ways to buy, exchange, and spend crypto. We must be doing something right, because more than 6 million people across 130 countries are helping to change the world by using Wirex. Help us shape the future of digital finance! Type of Cooperation: B2B Contract. Location: Full remote (EU preferred, no sanctioned countries). As a team member, you’ll be involved in: - Provide L1-L2 support to internal users: handle helpdesk tickets, troubleshoot IT issues, guide users through solutions, and escalate when necessary; - Daily operations: assist new employees with setting up workstations and configuring access to systems and tools; - Participate in automation and technology adoption: assist in automating recurring workflows and support the team in implementing new tools and technologies (including AI-driven features); - Contribute to process improvement: document solutions, update knowledge base articles, and help refine procedures within the Help Center. Required Skills and Qualifications: - Proven experience in customer or technical support (1+ year), including working with platforms such as Jira, Freshdesk, Zendesk, ServiceNow, Monday, etc.; - Working knowledge of fundamental office tools provided by Google and Microsoft; - Basic understanding of computer basics and differences between operating systems (Windows, macOS, Linux); - Strong problem-solving and communication skills, customer-oriented approach, and quick adaptability to new tools and technologies; - Advanced English is essential; proficiency in additional languages is considered a significant asset. The team is Ukrainian-speaking. Benefit: - Premium tariffs for our product. - Semi-remote work with flexible hours. - Home office allowance. - Virtual share options scheme after the probation period. - Comprehensive medical insurance after the probation period. - Generous vacation policy: 20 business days of paid leave. - Paid sick leave, Birthday, and Anniversary leave. - Length of Service Holidays. - Engaging in online events for learning and enjoyment. - Coworking with all facilities and parking compensation in Wrocław/Kyiv. NOTE: Benefits may vary from region-to-region and will depend upon the location you are hired in. Originally posted on Himalayas