Managers, Helpdesk

2 weeks ago

Quezon City, Philippines Athena Full time

Athena, Quezon City, National Capital Region, Philippines Overview Join or sign in to apply for the Managers, Helpdesk role at Athena . Responsibilities Ensure high-quality customer experience by monitoring interactions, handling escalated employee complaints, and implementing improvements based on feedback. Track key performance metrics such as First Response Time, POC Response Time, Overall Resolution Time, and Customer Satisfaction Rating, among others, to identify areas for improvement. Oversee the Helpdesk Team, including hiring, training, scheduling, assisting, and performance management. Generate reports and conduct analysis to identify trends, issues, and opportunities for improvement within the Helpdesk operation, and surface them to other departments. Manage the maintenance and upkeep of the Helpdesk system. Required Qualifications Residing in NCR With at least 3 years of relevant experience in helpdesk/customer support roles With at least 1 year of experience leading a team Has experience with helpdesk tools, preferably Zendesk Proficiency with Google Workspace and Mac OS Willing to be in a hybrid work environment, encompassing both remote and in-office work environments Willing and available to work during the graveyard shift and has the flexibility to work at any day of the week Required Behavioral Competencies Leadership: Is able to inspire and motivate team members, set clear goals, and provide guidance and support as needed. Strategic mindset: Has the ability to think beyond day-to-day operations and develop long-term strategies to improve efficiency, enhance customer satisfaction, and align the helpdesk function with the company’s overall goal. Strong analytical and problem-solving abilities: Demonstrates strong critical thinking skills to analyze complex issues, identify root causes, and develop effective solutions, utilizing data analytics. Organizational skills: Can efficiently manage tasks, time, and resources to achieve goals and meet deadlines, including time management, planning and scheduling, attention to detail and resource management. Verbal & written communication skills: Can effectively convey information to team members, customers, and other stakeholders. Customer Focus: Possesses a customer-centric mindset with a focus on delivering high-quality service and satisfaction to internal customers. Continuous Learning Demonstrates dedication to continuous learning and professional growth, ensuring staying updated on industry trends, emerging technologies, and best practices in helpdesk support and management. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries Business Consulting and Services #J-18808-Ljbffr

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