Service Desk Specialist

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

We are seeking a dedicated and detail-oriented Service Desk Specialist to join our dynamic team.

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

We offer

• Opportunity to work on technical challenges that may impact across geographies
• Vast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications
• Opportunity to share your ideas on international platforms
• Sponsored Tech Talks & Hackathons
• Unlimited access to LinkedIn learning solutions
• Possibility to relocate to any EPAM office for short and long-term projects
• Focused individual development
• Benefit package:
  • Health benefits
  • Retirement benefits
  • Paid time off
  • Flexible benefits
• Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)