Remote AI-Driven Support Operations Specialist

TravelNet Solutions Inc; United States; À distance; USD 53 000 - 60 000; Plein temps

Avantages offerts par ce poste

Full medical, dental, and vision

Flexible paid time off

HSA with up to $2,000 matching

Wellness rewards up to $900 per year

Retirement plan with employer match

Training and development opportunities

Life insurance and long-term disa b 56

Flexible work environment; $150/yr for

Résumé du poste

Track is seeking a remote Support Operations Specialist to own Zendesk tuning, dashboards, and knowledge management. You will collaborate with Support Leadership, Product, and Engineering to optimize AI tools, reduce ticket volume, and improve self-service adoption across Track's SaaS platform.

You will build and maintain articles, guides, and training for Tier 1/2 agents, ensuring accurate defect documentation and effective escalation paths.

Qualifications

• 2+ years in customer support or support operations at a SaaS company.
• Hands-on admin experience with Zendesk or similar platform.
• Experience implementing AI-powered support tools or self-service solutions.
• Experience writing knowledge base articles or training content.
• Strong grasp of SLAs, escalation paths, and defect tracking.
• Working knowledge of Jira/Confluence/Salesforce.

Responsabilités

• Tune Zendesk views, macros, triggers, automations, and routing for accurate ticket routing.
• Build dashboards tracking ticket volume, backlog, response/resolution times, SLA, and CSAT.
• Identify and remove manual work through better workflows, automation, or documentation.
• Own the knowledge base; write and update internal/external articles and troubleshooting guides.
• Configure and test AI support tools to improve deflection and self-service adoption.
• Create onboarding and ongoing training for Tier 1/2 agents.
• Document known issues, defects, and workarounds with Product/Engineering.

Connaissances

Zendesk admin

AI tools

Knowledge base writing

Support operations metrics

Data-driven decisions

Outils

Jira

Confluence

Salesforce

Description du poste

Track is seeking a remote Support Operations Specialist to own Zendesk tuning, dashboards, and knowledge management. You will collaborate with Support Leadership, Product, and Engineering to optimize AI tools, reduce ticket volume, and improve self-service adoption across Track's SaaS platform.

You will build and maintain articles, guides, and training for Tier 1/2 agents, ensuring accurate defect documentation and effective escalation paths.