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

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.

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