Administer and configure ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, JIRA) to support operational and cross-departmental needs.
Design, implement, and optimize workflows, automations, triggers, macros, SLAs, and business rules within support systems.
Integrate multi-channel communication platforms (WhatsApp, Telegram, Instagram, Facebook/Meta, email, chat) into unified ticketing systems.
Analyze operational processes and identify opportunities for automation and efficiency improvements.
Collaborate with Operations, Customer Support, Product, and other stakeholders to gather requirements and translate them into system solutions.
Support daily operations by troubleshooting system issues, handling tool-related requests, and ensuring minimal downtime.
Maintain and improve CTI (Computer Telephony Integration) and ticketing platforms.
Develop dashboards and reports (within ticketing tools and BI platforms like Tableau, Metabase) to monitor SLA, performance, and operational KPIs.
Conduct root cause analysis (RCA) for recurring operational issues and propose scalable solutions.
Manage system documentation, WI’s, and knowledge base related to operational tools.
Ensure data integrity, system security, and compliance within operational tools.
Continuously explore and evaluate new tools, integrations, and automation opportunities to improve operations.
Support project-based initiatives related to system enhancements, migrations, or new tool implementations.
Design and implement bot flows and conversational automation (e.g., chatbot workflows, auto-replies, decision trees) to improve operational efficiency and reduce manual handling.
Build, configure, and optimize AI capabilities within ticketing system (e.g., Agentic AI, Zendesk AI, Freddy AI) for ticket classification, routing, auto-resolution, and agent assistance.
Leverage AI for auto-triaging, intent detection, knowledge recommendations, and predictive support
Monitor and optimize system usage to ensure cost efficiency including license utilization, automation ROI, and tool consolidation.
Contribute to continuous operational improvement initiatives focused on increasing efficiency and effectiveness while maintaining sustainable system costs.
