Helpdesk Optimization Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Analyze and enhance helpdesk systems, such as Gorgias, Zendesk, Helpscout, and various other ticketing platforms.

• Implement automation tools like auto-ticket generation, chatbots, rules, and macros to boost helpdesk response speed and precision.

• Report on ticketing system metrics, including response times, issue categories, and resolution durations, while recommending enhancements.

• Provide helpdesk data reports and insights to aid in strategic and operational decision-making.

• Lead AI initiatives, encompassing chatbot development, predictive maintenance, and process automation.

• Analyze and assess emerging AI technologies for company operations, particularly in the outsourced services sector.

• Integrate AI-driven solutions to facilitate more efficient problem-solving.

• Manage special projects assigned by IT leadership, focusing on AI-related solutions.

• Offer training and support on AI-related systems and tools.

• Meet or surpass performance targets for relevant KPIs.

• Continuously enhance knowledge of helpdesk systems, automation, AI technologies, and industry best practices.

• Collaborate with other departments as required.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues.

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of two (2) years of experience in helpdesk administration, IT support, or a related technical role.

• Practical experience in administering ticketing systems like Gorgias, Zendesk, or Helpscout.

• Proven experience in creating helpdesk automation, including rules, macros, chatbots, and auto-ticket generation.

• Working knowledge of AI technologies and automation tools, with the capability to assess and integrate AI-based solutions.

• Strong analytical abilities, with the capacity to utilize ticketing data to inform decisions and report on key metrics.

• Excellent problem-solving skills, with the ability to effectively resolve technical challenges.

• Strong written and verbal communication skills, capable of conveying insights clearly to both technical and non-technical teams.

• Strong collaboration skills, enabling effective work across departments.

• Proactive and adaptable mindset, with the ability to identify opportunities for improvement and keep up with advancing technologies.

• Experience in training or providing support to others on technical systems and tools.

🏝️ Benefits

• Competitive compensation.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO on day 1.

• Paid time off.

• Birthday leave.

• Bonus and incentive plans.

• Opportunities for skills training and personal and professional development.

• Employee Referral Program.

• Company-provided equipment.

• Remote/WAH work setup.