Filipino AI & Customer Support Systems Specialist

At **AgencyCRM**, we are looking for a technically skilled and AI-savvy **Customer Support Systems Specialist** with hands-on experience in **Intercom/Fin and Zendesk**. The ideal candidate can troubleshoot and optimize workflows, automations, AI-powered support processes, and ticketing systems while identifying opportunities to improve efficiency and customer experience. 

## **Responsibilities**

* Manage, monitor, and continuously improve **Intercom/Fin and Zendesk** workflows and configurations.
* Review AI-powered customer conversations and identify incorrect, incomplete, or inefficient responses.
* Troubleshoot **Fin/Intercom workflows** and determine why automated processes are not working as expected.
* Design, modify, and optimize workflows, conditions, triggers, automations, and routing processes.
* Help improve the integration and flow between **Intercom/Fin and Zendesk**.
* Monitor support cases and identify opportunities to improve AI responses and customer experience.
* Work with internal support teams to investigate issues and determine appropriate system or workflow improvements.
* Communicate with platform support teams when issues require escalation and follow up until resolution.
* Assist with technical troubleshooting across other business software and platforms when needed.
* Document system configurations, troubleshooting steps, workflows, and solutions.
* Help train and support team members on system processes and workflows when needed.
* Identify opportunities to use **AI and automation** to improve efficiency and reduce repetitive support work.
* Continuously learn new features, AI capabilities, and platform updates and determine how they can benefit the business.

## **Qualifications**

* Hands-on experience with **Intercom**, particularly Intercom workflows, automation, or system administration.
* Experience with **Fin / AI-powered customer support** is highly preferred.
* Strong experience with **Zendesk**, including ticketing workflows, automations, triggers, macros, views, or integrations.
* Experience troubleshooting and improving **customer support workflows and systems**.
* Strong understanding of how AI-powered customer support tools work and how to improve their performance.
* Experience identifying problems in automated workflows and implementing solutions.
* Comfortable working with technical documentation and communicating with software/platform support teams.
* Strong analytical and problem-solving skills.
* Excellent written and spoken English communication skills.
* Able to learn new software and technologies quickly.
* Proactive, detail-oriented, and comfortable working independently.
* Willingness to grow into a broader **AI, automation, and customer support systems role**.

## **Strong Advantage**

Candidates with experience in any of the following will have an advantage:

* Intercom system administration
* Fin AI Agent
* Zendesk administration
* AI chatbot optimization
* Workflow design and automation
* Customer support system integrations
* Technical support
* SaaS platform administration
* Knowledge base management
* AI tools and automation
* Internal technical training or documentation

## **What We Are Looking For**

We are looking for someone who is **technical, curious, and solution-oriented**.

You don't need to be an expert in every platform listed above. What matters most is that you have **real hands-on experience with Intercom/Fin, Zendesk, AI tools, or similar systems**, and that you are capable of learning, troubleshooting, and improving technical workflows.

This role has the potential to grow into a broader position supporting **AI, automation, customer support systems, and technical operations**.

## **How to Apply**

Please apply directly through **Hubstaff Talent**. Only applications submitted through this platform will be considered.

When applying, please highlight your experience with **Intercom, Fin, Zendesk, AI tools, workflow automation, and technical troubleshooting**.

Shortlisted candidates will be contacted for the next stage of the recruitment process.