Freshworks Administrator (Freshdesk, Freshcaller)

Description

Set your sights on a career at Heritage Auctions, headquartered in Dallas, Texas, with offices in New York, Chicago, Beverly Hills, London, Hong Kong, and other cities. Heritage Auctions is the largest auction house founded in the U.S. and serves more than 50 different auction categories, including Coins, Sports, Comics, Historical, Jewelry, Fine & Decorative Art, Wine, and many more.    

SUMMARY: Heritage Auctions is seeking a hands-on Freshworks Administrator to own and optimize our Freshworks customer experience stack: Freshdesk (ticketing), Freshcaller (voice), and more to come. You will turn complex business requirements into elegant automations, thoughtful & efficient workflows, and data-driven insights that delight both our clients and our employees. 

LOCATION: South of Dallas/Fort Worth International Airport, NW corner of W. Airport Freeway (Hwy. 183) and Valley View Lane 

BENEFITS:

• Medical, Dental, Vision coverage
• Paid time off
• 401k savings plans
• Daily Pay: Access your pay when you need it! 

COMPENSATION: Commensurate based on experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Platform & User Administration – create and maintain agent/requester profiles, roles, groups, SLAs, and approval paths across Freshdesk and Freshcaller 
• Automation & Workflow Design – build and refine ticket automations, workflows (including email interaction with web client usage), canned responses, dynamic ticket fields, and other such features to reduce manual work and improve first-contact resolution 
• Voice & Omnichannel Setup – configure phone numbers, IVRs, call flows, queues, and voicemail in Freshcaller; link calls to tickets; help evaluate and then roll out new channels as prioritized (chat, SMS, social, etc) 
• AI & Knowledge Management – optimize knowledge-base articles (FAQs, dynamic shipment data, policy docs) and train Freddy AI/bots for both customers and agents 
• Integrations & Data Flows – gather requirements and collaborate with software engineers on API and webhook integrations between Freshworks and our proprietary database + other third-party systems 
• Reporting & Analytics – develop custom dashboards; coach stakeholders on SLA adherence, CSAT, agent productivity, and call metrics 
• Incident Response & Vendor Liaison – troubleshoot outages or bugs, open/manage vendor tickets, and restore service quickly 
• Training & Change Management – produce release notes, best-practice guides, and live/on-demand training to ensure adoption across Client Services and Category teams 
• Continuous Improvement – track Freshworks roadmap; test beta features; recommend enhancements that improve service quality and scalability 

Requirements

 QUALIFICATIONS 

• 3+ years administering Freshdesk plus Freshcaller or comparable omnichannel support platforms 
• Expertise with automation rules, SLAs, IVR/call queue design, and ticket analytics 
• Experience designing integrated workflows with internal & external systems  
• Proven ability to translate business processes into platform configuration 
• Excellent written and verbal communication skills; able to coach and collaborate strongly with both technical and non-technical audiences 
• Exceptional attention to detail 
• Strong client service orientation 

PREFERRED 

• Experience supporting high-volume e-commerce or auction environments 
• Omnichannel administrator certification(s) 
• Demonstrated interest in discovering and implementing cutting-edge customer service and automation technology 

COMPENSATION & BENEFITS Commensurate with experience  

 Heritage Auctions welcomes and encourages applications from women, minorities, veterans, mature workers, and persons with disabilities. EOE