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 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 + 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 parking compensation in Wrocław/Kyiv.  

NOTE: Benefits may vary from region-to-region and will depend upon the location you are hired in.