Junior Service Desk Specialist (Contact Center)

We are looking for a Junior Service Desk Specialist with strong communication skills to join our team in the Contact Center. In this role, you will analyze and resolve incidents, ranging from basic inquiries to more complex technical issues.
At EPAM Belarus, employees have the flexibility to choose the environment that suits them best. You can work from any location in Belarus, whether it's your home or our offices in Minsk, Grodno, Brest, Gomel, Mogilev or Vitebsk.

#LI-DNI

Responsibilities

• Serve as an entry point to all requests from EPAM employees
• Provide timely request fulfillment according to the workflow (training and knowledge transfer will be provided)
• Answer users' questions via phone, email, and web app (knowledge base guide is constantly growing)
• Communicate with other teams including L2/L3 support to guarantee correct request assignment and resolution
• Be ready to work in shifts (night, early morning, and weekend shifts included)
• During the weekdays 9/10 am - 6/7 pm and 2 pm - 10 pm (GMT+3)
• During the weekends 7/8 am - 2/3 pm, 2 pm - 10 pm, 10 pm - 6/8 am (1-2 night shifts per month)

Requirements

• Proven ability to work independently and as a team member
• Good communication (written and oral) and interpersonal skills
• Fine organizational, multitasking, and time management skills
• English level: B2 and higher
• Stress resistance and ability to adapt to changes of a different kind

We offer

• We connect like-minded people::
  • Delivering innovative solutions to industry leaders, making a global impact
  • Enjoyable working environment, whether it's the vibrant office or the comfort of your own home
  • Opportunity to work abroad for up to two months per year
• We invest in your growth::
  • Leadership development, career advising, soft skills and well-being programs
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning, Get Abstract and O'Reilly
  • Free English classes with certified teachers
• We cover it all::
  • Monetary bonuses for taking part in the referral program
  • Comprehensive medical & family care package
  • Seven trust days per year (sick leave without a medical certificate)
  • Discounts from 800+ partners (sports activities, restaurants, stores and services)

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