Zendesk Ai Data Entry Specialist

Engineering & Development
- |
- Senior
- Senior
- Colombia
- Brazil
- |
- Colombia
- Brazil
- July 2, 2025

**About the company**:
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.

**The project and your 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.

**Your skills**:

- 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

**What we can offer**:

- 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

**Language Proficiency**:

- English
- Our Hiring Process

**Getting started with us**:
**Step 0**:
**Tech Talent Hunt**:

- **Step 1**:
**Meeting & Connecting**:

- Our first step to building lasting relationships

**Step 2**:
**Uncovering Potential**:

- Your HR interview

**Step 3**:
**The Code Challenge or Technical Interview**:

- It's time to show what you can do best

**Step 4**:
**Client’s Interview**:

- Demonstrating expertise to our future partners

**Final**:
**The Last Piece of the Puzzle**:

- Job offer to finalize our tech team

**Join our team of innovative thinkers**:
**Let’s talk**:

- Have any questions? Fill out the form and our team will be in touch