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Wirex · 1 month ago

Help Desk Agent

United States

Full-time, Contract

Remote

Entry, Mid Level

1+ years exp

Wirex is a pioneer in digital finance, offering innovative solutions for crypto transactions. The Help Desk Technician will provide technical assistance to users, ensuring smooth operation of systems and minimizing downtime.

AppsBlockchainCryptocurrencyFinancial ServicesFinTechMetaversePersonal Finance

Responsibilities

Provide L1 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

Qualification

Technical support experienceJiraZendeskMicrosoft OfficeAdvanced EnglishProblem-solving skillsCustomer-oriented approachOperating systemsCommunication skillsAdaptability

Required

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