Helpdesk Optimization Specialist

SupportNinja

. Analyze and optimize helpdesk systems, including Gorgias, Zendesk, Helpscout, and other ticketing platforms .

Posted 10/14/2026full-timeRemote • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in helpdesk administration and automation, with a strong focus on AI technologies and ticketing systems. Capable of analyzing data to drive strategic decisions and improve operational efficiency.

Highest-signal resume keywords

Helpdesk AdministrationTicketing Systems ManagementAI Technologies IntegrationHelpdesk Automation DevelopmentData Analysis and Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Helpdesk AdministrationTicketing SystemsAutomation ToolsAI TechnologiesData AnalysisProblem-SolvingPerformance MetricsChatbot DevelopmentProcess AutomationTechnical Support

Soft Skills

Analytical SkillsWritten CommunicationVerbal CommunicationCollaborationProactive Approach

Tools & Technologies

GorgiasZendeskHelpscoutChatbotsAutomation Tools

Industry Keywords

Outsourced ServicesHelpdesk SystemsCustomer SupportTechnical Role

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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