Join to apply for the Zendesk AI Data Entry Specialist role at First Line Software4 days ago Be among the first 25 applicantsJoin to apply for the Zendesk AI Data Entry Specialist role at First Line SoftwareGet AI-powered advice on this job and more exclusive features.About UsAt First Line Software, we develop custom software solutions that help businesses grow, innovate, and solve real-world problems. Our global team brings together technical expertise and a strong commitment to quality across industries and technologies. We work closely with our clients to deliver projects that make a real difference.About UsAt First Line Software, we develop custom software solutions that help businesses grow, innovate, and solve real-world problems. Our global team brings together technical expertise and a strong commitment to quality across industries and technologies. We work closely with our clients to deliver projects that make a real difference.About The RoleWe are looking for a Senior Zendesk AI Data Entry Specialist to support a Zendesk AI implementation project. You will play a key role in developing and validating intents and entities for our AI models by working with historical Zendesk ticket data. This position involves high attention to detail, structured data processing, and clear communication with internal teams to ensure the accuracy and success of our customer service automation efforts.RequirementsAI experience, especially in customer service automation or intent taggingPrevious QA or audit experienceFluent English skillsFamiliarity with Zendesk (especially from the agent/ticket handling side)High attention to detail and ability to follow structured processesBasic Excel skills (filtering, sorting, simple formulas)Ability to work independently and handle repetitive tasks with consistencyStrong project management skills to handle 34 active ticket launches at onceGood communication with internal teams to support model improvementExperience using Jira to track progress and QA findingsMust be located in the Eastern or Central time zoneResponsibilitiesReview bulk lists of Zendesk ticket IDs and extract relevant customer request textCopy and paste exact customer verbiage while preserving meaning and contextAssist in mapping this verbiage to correct intents and entities for AI developmentValidate new tickets after AI implementation to check if correct intent/entity was triggeredIdentify and report false positives, edge cases, and model inaccuraciesEnter QA findings into tracking tools or spreadsheetsSupport simple Excel-based reporting to track issues and highlight trendsThe FLS differenceOur modern stack projects are the right mix of exciting and challengingGain access to our diverse range of training programs, courses, and certificationsChoose your work style - remote, on-site or hybrid in one of our stunning offices. 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