Gorgias Automation Specialist

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.

Position Summary

• 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.
• Generatingmonthly reports: Present Gorgias data to the business.

Responsibilities:

• 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