Helpdesk Optimization Specialist

SupportNinja; Washington; Remote; USD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive compensation

Retirement Savings Program withCompany

Life Insurance

Paid time off, birthday leave

Bonus and incentive plans

Skills training and professional dev.

Employee Referral Program

Beautiful office space (onsite)

Job summary

SupportNinja is seeking a Helpdesk Optimization Specialist to enhance ticketing systems and automate support workflows. You will analyze data, implement AI-based tools, and deliver actionable insights to leadership and frontline agents.

The role emphasizes cross‑functional collaboration, training, and continuous improvement of helpdesk processes across remote and distributed teams.

Qualifications

• Minimum of two years in helpdesk administration or related IT support role.
• Hands-on with Gorgias, Zendesk or Helpscout ticketing systems.
• Experience building rules, macros, chatbots, and auto-ticketing.
• Knowledge of AI tools and automation integration.
• Strong analytics to drive decisions from ticket data.
• Excellent written and verbal communication, across teams.

Responsibilities

• Analyze and optimize multiple helpdesk platforms and workflows.
• Implement automation to speed responses and accuracy.
• Generate regular reports on KPIs like response and resolution times.
• Lead AI initiatives including chatbot development and process automation.
• Evaluate new AI technologies for potential adoption.
• Manage special IT projects and train staff on new tools.
• Collaborate with other departments to improve service delivery.

Skills

Helpdesk administration

Ticketing systems

Automation tooling

AI technologies

Data analysis

Problem solving

Cross‑functional collaboration

Training others

Tools

Gorgias

Zendesk

Helpscout

Automation platforms

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Helpdesk Optimization Specialist

Full Time Salary Philippines - Remote, PH

Work Setup: Remote/WAH

Equipment: Company-provided

Type of Contract:Full-time

The Helpdesk Optimization Specialistis 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

What are the required qualifications for a Helpdesk Optimization Specialist?

• 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

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government‑mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• 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)

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.