[Hiring] Helpdesk Optimization Specialist @Ninja Partners LLC

Role Description

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.

Qualifications

• 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

• 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).