Job Overview: We are seeking a Freshdesk Expert to enhance our public support services via our dashboard. This role involves overseeing user roles, creating insightful dashboards, automating ticketing processes and surveys, managing escalations, and configuring inventory and requests within FreshDesk. The successful candidate will have a strong background in CRM systems and demonstrate the ability to streamline and automate a variety of tasks effectively. Full Requirements: 1. We want to make sure the public helpdesk site does not share any private data like the knowledge base or anything. We want to make sure its locked down properly. 2. We want to create proper roles for customers, so their level 1 tech can see everyone's tickets and respond to them. 3. We want to create a role so their manager can see which tickets they are working on, tickets that have closed, tickets that are being worked on, etc. 4. We need a dashboard to show: - The number of open, closed, pending, and unacknowldged tickets in the queue. - How quickly they are acknowledging tickets. - How long it took for them to close the ticket - The number of open tickets, closed tickets, pending tickets, etc by week and month - Tickets by category - A manager dashboard to show trends - Automated surveys once the ticket is closed - Automated updates if tickets don't get a response from the end user or the tech - A way for tech to escalate tickets they need help on - Setting up the inventory with additional fields - Setting up the ticket request process with additional fields and locations - Setting up the hardware, software, and services request process - Setting up the onboarding request process - Creating automatic tickets from email and texts The dashboard can be in Freshservice/Freshdesk or it can be outside of it if it can't be done in Freshservice. Qualifications: - Proven experience with CRM systems, particularly FreshDesk & Freshservice. - Strong organizational skills - Proficiency in automating processes to enhance operational efficiency. - Excellent problem-solving skills and attention to detail. - Ability to communicate effectively in fluent English. If you are passionate about improving helpdesk operations and possess the necessary skills, we encourage you to apply! We are not accepting AI proposals at this time, as an AI cannot complete this job.