Helpdesk Optimization Specialist

• 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 helpdesk response speed and accuracy
• Report on ticketing system metrics, including response times, issue types, and resolution times, and recommend improvements
• Provide reports and insights on helpdesk data for strategic and operational decision-making
• Lead AI initiatives including chatbot development, predictive maintenance, and process automation for remote agents and internal staff
• Analyze and evaluate emerging AI technologies for company operations, particularly in the outsourced services industry
• Integrate AI-based solutions to enable more efficient problem-solving
• Manage special projects assigned by IT leadership, including AI-related solutions
• Train and support team members on AI-related systems and tools
• Adhere to company policies and procedures and meet or exceed related KPI targets
• Continuously improve knowledge of helpdesk systems, automation, AI technologies, and industry best practices
• Collaborate with other departments
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Perform other duties as assigned

• 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

• 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
• Company-provided equipment
• Remote/WAH work setup