Gorgias Automation Specialist

4 weeks ago

Pasig, Philippines Trinity Workforce Solutions, Inc. Full time

On-site - Pasig 3-5 Yrs Exp Bachelor Full-time Job Description Government Mandated Benefits 13th Month Pay Insurance Health & Wellness HMO We are seeking a highly skilled and motivated Gorgias Automations Specialist. You will be responsible for implementing, maintaining, and optimizing our Gorgias platform to enhance customer support operations and ensure a seamless experience for our customers. Your primary focus will be on leveraging the features and capabilities of Gorgias to streamline processes, improve efficiency, and deliver exceptional customer service. Responsibilities Managing a comprehensive help center: This involves maintaining product information and frequently asked questions (FAQs) to assist customers. Developing and updating macros: These will include dynamic fields for the Customer Support (CS) team to use. Designing automated workflows: Streamline repetitive tasks such as auto-responses, ticket tagging, team assignments, and spam filtering. Overseeing chatbot functionality: Monitor its performance. Maintaining the ticket field system: Ensure it aligns with operational needs. Integrating Gorgias with our tech stack: Facilitate seamless data exchange and a holistic view of customer profiles. Addressing technical queries: Provide prompt and effective support to the CS team. Generating monthly reports: Present Gorgias data to the business. Qualifications Bachelor's degree in Graphic Design, Marketing, or related field is preferred. Bachelor's degree in a relevant field or equivalent practical experience. Proven 3+ years experience working with Gorgias or similar customer support platforms. Strong understanding of customer support processes and best practices. Proficiency in creating and managing macros, workflows, and automation within Gorgias. Experience with chatbot implementation and management is highly desirable. Excellent problem-solving skills with the ability to troubleshoot technical issues and provide effective solutions. Strong communication skills, both written and verbal, with the ability to convey complex information clearly and concisely. Analytical mindset with the ability to interpret data, identify trends, and generate actionable insights. Ability to work effectively both independently and as part of a team in a fast-paced environment. #J-18808-Ljbffr

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