Service Desk Specialist

Service Desk Specialist

In this role, you will be responsible for ensuring seamless user compliance and support processes, all while delivering exceptional customer service. You will play a critical role in maintaining operational excellence, assisting a global user base, and fostering a positive user experience.

If you are passionate about delivering exceptional support and are ready to make a global impact, we would love to hear from you!

Responsibilities

• Manage user compliance and verification processes by enforcing platform terms of service, conducting phone verification for new users, and overseeing account approval workflows
• Actively monitor legal compliance procedures and take necessary steps to ensure all user activities and platform operations comply with established regulations
• Handle user complaints and escalations by serving as the primary point of contact for complex user issues, technical difficulties, and formal complaints, ensuring timely, effective resolution and proper documentation
• Provide comprehensive user support for platform initiatives, including events like hackathons and competitions, by addressing queries related to participation rules, deadlines, and technical access
• Create, update, and maintain internal and external knowledge base articles, FAQs, and support documentation to enhance user self-service capabilities
• Monitor community forums and discussion boards to foster a positive and welcoming environment, address common questions, and escalate moderation issues when necessary

Requirements

• 3+ years of professional experience in a customer-facing user support role, technical support, or user operations
• Proven ability to handle difficult complaints, manage user expectations, and solve complex problems with a customer-centric approach
• Hands-on experience with a professional help desk system, preferably Zendesk or a similar ticketing platform
• Willingness and ability to work a flexible schedule that includes both morning and evening shifts as required to support the global user base
• Fluency in English, with a minimum B1/B2 level for effective communication

Nice to have

• Previous experience with compliance monitoring processes, such as GDPR or other legal regulations
• Previous experience as a Community Moderator or in managing online user communities for a technical or educational platform
• Experience with and a thorough understanding of the Kaggle product