Helpdesk Optimization Specialist
Posted 18 days ago
You'll complete your application on SupportNinja's career site.
About the Role
This organization delivers agile and personalized outsourcing services designed to assist firms in scaling and hitting strategic objectives. Their expertise spans technical assistance, customer experience, data management, accounting, and content moderation. By leveraging AI-powered platforms, they help more than 200 businesses streamline operations and expand without the need for significant staff growth. Their focus is on high responsiveness and flexible, custom-made solutions. In the position of Helpdesk Optimization Specialist, you will be instrumental in perfecting these offerings by upgrading helpdesk architectures and deploying automation technology to boost productivity.
Requirements
- You need at least two years of professional background in IT support, helpdesk administration, or a comparable technical discipline.
- You must have practical experience managing platforms such as Zendesk, Helpscout, or Gorgias, and show a proven capacity for creating helpdesk automations like macros, rules, and bots.
- You are required to have a deep understanding of automation tools and AI technology to assess and implement complex systems.
- You must demonstrate robust problem-solving and analytical capabilities to translate ticketing metrics into informed actions, alongside high-level communication skills to convey findings to technical and non-technical stakeholders.
- You should be a proactive and flexible professional with a background in teaching technical systems to others.
Responsibilities
- You will assess and streamline helpdesk infrastructure while deploying automation technologies like chatbots, macros, and automated ticket generation to increase precision and speed.
- You will be tasked with tracking ticketing KPIs, such as resolution and response durations, and delivering analytical insights to guide management strategies.
- You will spearhead AI-related projects, including predictive maintenance and chatbot engineering, while assessing new tech for potential operational use.
- You will handle specific assignments from IT management, conduct training on new systems and tools, achieve key performance indicators, and work cross-functionally to uphold service excellence.
Benefits & Perks
- The role includes a competitive salary package, health insurance coverage starting on your first day, life insurance, and a retirement plan with employer matching.
- Staff members are granted paid leave, birthday time off, and eligibility for various performance-based incentives and bonuses.
- Equipment is provided by the firm, alongside professional development training and an employee referral scheme.
- The position is fully remote and includes all state-mandated employee benefits.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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