Zendesk Help Desk Support Specialist (L1/L2)

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]