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 job@zfort.com