Customer Support Helpdesk Ops

Runs post-resolution CSAT follow-ups and compiles the weekly voice-of-customer digest.

Runs a scheduled sweep for approaching or blown SLAs and stuck VIP tickets and pings humans.

Classifies, prioritizes, tags, and routes every new ticket, delegating specialist tickets to fleet agents.

Drafts knowledge-base-grounded answers to routine tickets for human review or opted-in auto-send.

Run post-resolution satisfaction pings, escalate detractors, and remember chronic-issue accounts.

Create, read, and update tickets, tags, assignees, and internal notes in Zendesk/Intercom/Freshdesk via an org Integration row.

Draft ticket answers strictly from the org knowledge base, citing the article; never invent policy.

Run a recurring sweep of open tickets against SLA targets and escalate approaching or blown breaches.

Aggregate ticket volume, drivers, and CSAT into a weekly report via scripted analysis.

Classify ticket intent and severity, set priority, and route to a queue or delegate to a specialist fleet agent.

Summarize a VIP ticket, assign a human owner, and confirm acknowledgement.

Compile and send the weekly support digest to the support channel.

Bring the ticket backlog to zero untriaged, each with priority, tags, and an owner.