Customer Support Automation Specialist – Freshdesk / AI

Posted 3 weeks ago

Worldwide

Summary

We are launching an innovative consumer television streaming service and are seeking an experienced Customer Support Automation Specialist to design and implement our support platform using Freshdesk Omni. Responsibilities include: Configure Freshdesk Omni Configure Freshcaller Configure Freddy AI Build Help Center Organize approximately 100 support articles Train AI using our existing documentation Configure website chat Configure ticket workflows Configure phone routing Create customer support best practices Assist with launch testing Requirements: Previous Freshdesk implementations Freddy AI experience Help Center design experience Customer support workflow experience Excellent English Required Skills Freshdesk Omni Freshdesk Omni implementation Ticket workflow configuration Help Desk administration Email-to-ticket setup SLA configuration Ticket automation Canned responses Customer portal configuration Freshcaller Freshcaller implementation Toll-free number configuration IVR (phone menu) design Call routing Call queues Voicemail setup Call recording Business hours configuration Freddy AI Freddy AI Agent Freddy AI Copilot AI knowledge base training AI conversation design AI prompt optimization AI escalation workflows Knowledge Base Help Center design Information architecture FAQ development Technical documentation organization Knowledge management Search optimization Customer Experience (CX) Customer journey mapping Customer support best practices Omnichannel support Customer satisfaction (CSAT) Support process design Automation Workflow automation Ticket routing Auto-tagging Auto-assignment Email automation AI workflow design Integrations Website chat widget installation DNS and email configuration API integration (basic) Webhooks (nice to have) CRM/help desk integrations Reporting Dashboard creation Ticket analytics AI performance metrics Support KPI reporting Nice-to-Have Skills SaaS customer support Streaming media or OTT experience Consumer subscription businesses Technical support operations HTML/CSS (for Help Center branding) JavaScript (for website widget customization) REST APIs Zapier or Make.com automation Soft Skills Excellent written English Documentation skills Project management Process improvement Training end users Self-directed and proactive Project: 40–80 hours

Less than 30 hrs/week
Hourly
1-3 months
Duration
Intermediate
Experience Level
$10.00
-
$40.00
Hourly
Remote Job
Ongoing project
Project Type

Skills and Expertise

Mandatory skills

Automation

Activity on this job

Proposals:20 to 50
Last viewed by client:3 weeks ago
Interviewing:
0
Invites sent:
0
Unanswered invites:
0

About the client

Member since Dec 29, 2012

United States
Rancho Santa Fe5:17 PM
$208K total spent
70 hires, 6 active
6,822 hours
Media & Entertainment
Mid-sized company (10-99 people)

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