Helpdesk Optimization Specialist

Job not on LinkedIn

🔥 13 minutes 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

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 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 helpdesk data reports and insights for strategic and operational decision-making • Lead AI initiatives, including chatbot development, predictive maintenance, and process automation • Analyze and evaluate emerging AI technologies for 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 AI-related solutions • Provide training and support on AI-related systems and tools • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of helpdesk systems, automation, AI technologies, and industry best practices • Collaborate with other departments as needed • 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