ProProfs Help Desk Developer Pentoz technology

About Pentoz Technology

Job Description

The Opportunity: At Pentoz, we are committed to building streamlined, intelligent customer support systems that enhance client experiences across industries. As a ProProfs Help Desk Developer, you will be responsible for designing, customizing, and optimizing help desk workflows using the ProProfs Help Desk platform. Youll play a key role in building scalable support systems that reduce response time, increase resolution rates, and improve customer satisfaction. This position is ideal for someone who understands support operations and can leverage the ProProfs suite to deliver high-impact technical solutions for internal and external service teams. You Will Be Responsible For: Help Desk Configuration: Setting up and customizing ProProfs Help Desk environments, including departments, workflows, user roles, ticket routing rules, SLAs, and automation settings. Integration & API Work: Integrating ProProfs Help Desk with CRM systems, email clients, knowledge bases, and other third-party tools using APIs, webhooks, or Zapier. Customization: Creating personalized customer support experiences with custom branding, email templates, ticket forms, macros, canned responses, and triggers. Automation: Developing automated workflows for ticket assignments, notifications, follow-ups, and escalation processes to enhance agent productivity. Knowledge Base Coordination: Building or integrating knowledge base systems to ensure self-service options are accessible, intuitive, and up to date. Reporting & Analytics: Configuring dashboards and custom reports to track agent performance, ticket trends, response metrics, and customer feedback. Training & Documentation: Supporting onboarding and ongoing training of agents, and maintaining internal documentation for help desk usage and troubleshooting. Maintenance & Troubleshooting: Monitoring platform health, handling updates, and resolving system-related issues in collaboration with the ProProfs support team or internal IT. This Role Is For You If: You have 2+ years of experience with ProProfs Help Desk or similar platforms like Zendesk, Freshdesk, Zoho Desk, or Help Scout. You have a solid understanding of support operations and customer service best practices. You are familiar with automation tools, API integrations, and ticket lifecycle design. You can work with basic HTML/CSS for customizing templates and layouts. You are proactive, detail-oriented, and comfortable working with remote teams across time zones. Bonus Points If You Have: Experience with CRM tools like Salesforce, HubSpot, or Zoho CRM Familiarity with chatbot integration, CSAT/NPS tools, or omnichannel support Knowledge of reporting tools like Google Data Studio or Power BI Background in IT support, SaaS customer success, or process automation Experience building self-service portals or integrating learning tools like ProProfs Quiz or Knowledge Base What We Offer: Ownership of support infrastructure setup and innovation Competitive salary and performance-based incentives Remote-first work environment with global team collaboration Exposure to multi-industry support systems and client needs Growth path into roles such as Help Desk Architect, Customer Success Technologist, or SaaS Integration Consultant About Pentoz: Pentoz is a future-focused technology company on a mission to create 100,000+ jobs through digital transformation. We serve a wide range of sectors by delivering intelligent, scalable, and efficient tech solutionsProProfs Help Desk being one of the core platforms we use to modernize customer support and IT services. Service Smart. Support Fast. Scale Confidently. Apply now with your resume, relevant platform experience, or case studies of help desk solutions youve implemented. Job Types: Full-time, Permanent Shift: Day shift Evening shift Fixed shift Morning shift Night shift Rotational shift UK shift US shift Work Days: Monday to Friday Weekend availability Weekend only Work Location: Remote,