Automation Specialist
S
SupportYourAppBusiness Process Outsourcing
Warsaw, Masovian Voivodeship, Poland. Budapest, Budapest, Hungary. Sofia, Sofia City Province, Bulgaria. Bratislava, Bratislava Region, Slovakia. Riga, Riga, LatviaContractMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1+ year
- Required Skills
- Artificial IntelligenceData AnalysisRESTful APIsZendeskNLP
Requirements
- Fluency in English.
- 1+ year of professional experience in designing AI-driven customer support automation and workflow optimization strategies.
- Strong understanding of customer support operations (ticketing workflows, SLAs, KPIs).
- Hands-on experience with platforms such as Zendesk, Freshdesk, and Intercom.
- Solid knowledge of AI applications in customer support (chatbots, NLP, auto-triage, agent assist).
- Ability to run structured discovery/audit sessions.
- Strong analytical skills.
- Ability to assess and prioritize initiatives based on ROI.
- Excellent communication skills.
Responsibilities
- Conduct structured discovery and audit sessions with clients to assess current operations.
- Analyze support workflows, ticket categories, volume patterns, and escalation paths.
- Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.).
- Design scalable workflow and automation strategies tailored to each client's support operations.
- Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, and auto-triage systems.
- Develop AI readiness assessments and roadmaps with implementation plans.
- Translate technical findings into clear, actionable recommendations for stakeholders.
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