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.

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.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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.

Location and contract

Type of Cooperation: B2B Contract.

Location: Full remote (EU preferred, no sanctioned countries).

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