Help Desk Agent

Do you think you can do more? Are you looking for a project that can drive you to make yourself better every day? Then you should join Wirex! 
 

Who we are: 

We’re Wirex, and we’re not like anyone else. Why? Because we always do things our way, before anyone else does them – like creating the first ever debit card that lets you pay with crypto, making it easier for ordinary people to access DeFi-powered savings, and setting up the world’s first cryptocurrency rewards scheme.  
Our vision is a world in which everyone can enjoy the benefits of digital currency – everything from the power to send money around the world near-instantly without breaking the bank to buying, storing, and exchanging 130+ top tokens on a secure, easy-to-use platform at some of the best rates in the industry.   
We must be doing something right because more than 5.5 million people across 130 countries are helping to change the world using Wirex. 
 

As a team member, you’ll be involved in: 

— Act as a single point of contact (L1) for internal users in all questions; 
— Communicate with employees, analyze their needs, and help them resolve them according to established support processes; 
— Performing initial support and evaluating requests as needed to the next lines of support; 
— Control and coordinate the resolution of requests on the second and subsequent lines of support; 
— Informing users about the current status and timing of requests; 
— Closing requests and agreeing closure of requests with users; 
— Informing users about changes and malfunctions in the work of informational systems, about planned work and unscheduled changes at the level of relevant services; 
— Informing users of errors when working with information systems, providing recommendations for troubleshooting; 
— Creation and maintenance of an internal knowledge base. 

Required Skills and Qualifications: 
— Experience in User/Client support (Jira, ZenDesk, Redmine, etc.); 
— Office 365 suite experience is a huge plus; 
— Computer BASICS and understanding OS differences; 
— Able to understand users’ issues, and questions and figure out the best-fit solutions; 
— Most polite person ever, able to handle emotions in every situation; 
— Capable of working under pressure and handling users with a negative attitude; 
— Customer- and result-oriented; 
— Team player, not afraid of asking questions and sharing ideas; 
— Confidence in English (upper-intermediate/advanced). 

Benefit: 
— Premium tariffs for Wirex product.
— Remote work with flexible hours.
— Home office allowance after probation period.
— Virtual share options scheme after probation.
— Health insurance coverage after probationary period.
— Generous vacation policy: 23 business days of paid leave + 12 paid floating holidays. 
— Paid sick leave, Birthday, and Anniversary leave.
— Length of Service Holidays.
— Engaging in online events for learning and enjoyment.
— Coworking with all facilities and shelter.