Helpdesk Optimization Specialist

Work Setup: Remote/WAH

Equipment: Company-provided

Type of Contract: Full-time

The Helpdesk Optimization Specialist is responsible for optimizing helpdesk systems, implementing automation solutions, and leading AI-driven initiatives to improve the efficiency and performance of support operations. This role analyzes ticketing data, delivers reporting and insights for strategic and operational decision-making, and evaluates and integrates emerging AI technologies to benefit company operations.

What does a day in the life of a Helpdesk Optimization Specialist look like?

• Analyze and optimize helpdesk systems, including Gorgias, Zendesk, Helpscout, and other ticketing platforms

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

• Report regularly on ticketing system metrics, including response times, issue types, and resolution times, and recommend areas for improvement

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

• Lead AI initiatives, such as chatbot development, predictive maintenance, and process automation, for use by remote agents and internal staff

• Analyze and evaluate new AI technologies that could benefit company operations, particularly within the outsourced services industry

• Integrate AI-based solutions to enable more efficient problem-solving

• Manage special projects assigned by IT leadership, including those involving AI solutions

• Provide training and support to team members on AI-related systems and tools

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of helpdesk systems, automation, AI technologies, and industry best practices through training and learning initiatives

• Collaborate with other departments as needed

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Perform other duties as assigned

What are the required qualifications for a Helpdesk Optimization Specialist?

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

• Hands-on experience administering ticketing systems such as Gorgias, Zendesk, or Helpscout

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

• Working knowledge of AI technologies and automation tools, with the ability to evaluate and integrate AI-based solutions

• Strong analytical skills, with the ability to use ticketing data to drive decisions and report on key metrics

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

• Strong written and verbal communication skills, with the ability to share insights clearly with technical and non-technical teams

• Strong collaboration skills, with the ability to work effectively across departments

• Proactive and adaptable approach, with the ability to identify improvement opportunities and keep pace with evolving technologies

• Experience training or supporting others on technical systems and tools

Ninja Perks and Benefits

Full-time employees

• Competitive compensation

• Adherence to 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

• Beautiful office space (for onsite employees)

• Free lunch provided daily (for onsite employees)

If you are interested, you can access your instant interview here: https://alpharun.com/i/e6v1ZTjlhPRS6leMXZC33