Helpdesk Optimization Specialist

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

📋 Description

• Evaluate and enhance helpdesk systems, including Gorgias, Zendesk, Helpscout, and various ticketing platforms.

• Deploy automation tools such as auto-ticket creation, chatbots, rules, and macros to enhance the speed and accuracy of helpdesk responses.

• Analyze ticketing system metrics, encompassing response times, issue types, and resolution times, and suggest improvements.

• Deliver reports and insights on helpdesk data to support strategic and operational decision-making.

• Oversee AI initiatives, including the development of chatbots, predictive maintenance, and process automation for remote agents and internal staff.

• Assess and evaluate emerging AI technologies relevant to company operations, particularly in the outsourced services sector.

• Incorporate AI-driven solutions to facilitate more effective problem-solving.

• Manage special projects as designated by IT leadership, particularly those related to AI solutions.

• Educate and assist team members on AI-related systems and tools.

• Comply with company policies and procedures while achieving or surpassing related KPI targets.

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

• Collaborate with various departments.

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

• Undertake additional responsibilities as assigned.

⛳️ Requirements

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

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

• Experience in building helpdesk automation, including rules, macros, chatbots, and auto-ticket creation.

• Familiarity with AI technologies and automation tools, along with the capability to assess and integrate AI-based solutions.

• Strong analytical abilities, with the capacity to leverage ticketing data for decision-making and reporting on key metrics.

• Excellent problem-solving skills, capable of effectively addressing technical challenges.

• Proficient written and verbal communication skills, able to convey insights clearly to both technical and non-technical teams.

• Strong collaboration skills, with the capability to work efficiently across various departments.

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

• Experience in training or supporting others on technical systems and tools.

🏝️ Benefits

• Competitive compensation.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO coverage starting on day 1.

• Paid time off.

• Birthday leave.

• Bonus and incentive plans.

• Opportunities for skills training and personal and professional growth.

• Employee Referral Program.

• Company-provided equipment.

• Remote/Work-at-Home (WAH) work arrangement.