Helpdesk Optimization Specialist

Job not on LinkedIn

🔥 1 hour ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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