Zendesk AI Data Entry Specialist

About us

At 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 role
We 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.

Requirements

• AI experience, especially in customer service automation or intent tagging

• Previous QA or audit experience

• Fluent English skills

• Familiarity with Zendesk (especially from the agent/ticket handling side)

• High attention to detail and ability to follow structured processes

• Basic Excel skills (filtering, sorting, simple formulas)

• Ability to work independently and handle repetitive tasks with consistency

• Strong project management skills to handle 34 active ticket launches at once

• Good communication with internal teams to support model improvement

• Experience using Jira to track progress and QA findings

• Must be located in the Eastern or Central time zone

Responsibilities

• Review bulk lists of Zendesk ticket IDs and extract relevant customer request text

• Copy and paste exact customer verbiage while preserving meaning and context

• Assist in mapping this verbiage to correct intents and entities for AI development

• Validate new tickets after AI implementation to check if correct intent/entity was triggered

• Identify and report false positives, edge cases, and model inaccuracies

• Enter QA findings into tracking tools or spreadsheets

• Support simple Excel-based reporting to track issues and highlight trends
  

The FLS difference

• Our modern stack projects are the right mix of exciting and challenging
• Gain access to our diverse range of training programs, courses, and certifications
• Choose your work style - remote, on-site or hybrid in one of our stunning offices. We offer the freedom of flexible working hours
• Enhance your language skills with our corporate English classes
• Work from anywhere and explore the world with our Workation program