Helpdesk Optimization Specialist in at SupportNinja

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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