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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:
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.