Вакансія Zendesk Help Desk Support Specialist

Skills

• Zendesk
• SQL

Опис вакансії

Key Responsibilities:

• Help Desk Coverage (12 AM – 8 AM EST, 6 days/week, excluding Saturday nights). We are open to various work setups.
• Weekend Hotline Coverage: Be available for emergency calls (if any).
• Responding to user issues primarily via chat and Zendesk Help Desk tickets (voice calls only in emergencies).
• Assisting with non-development-related IT support tasks.
• Executing predefined SQL statements or troubleshooting process-related issues (with elevated permissions).
• Providing basic alert monitoring and escalating major incidents as needed.
• Acting as the first line of defense, escalating issues to the appropriate party when required.
• Assisting 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 or similar ticketing systems).
• Ability to troubleshoot and resolve common user issues independently.
• Basic understanding of SQL and process-related troubleshooting.
• Experience handling minor alert monitoring and escalating critical issues appropriately.
• Availability for overnight shifts (12 AM – 8 AM EST) and weekend hotline coverage.

Preferred Qualifications:

• Experience in creating and maintaining documentation, runbooks, and knowledge bases.
• Any exposure to SQL-based troubleshooting is a plus.