Analyst, Helpdesk

3 weeks ago

Cebu City, Central Visayas, Philippines Tier1usa Full time

Job Description

At Athena, we empower possibility through transformative delegation. True leaders reflect on what they want in life and map the path to get there. We clear the way by pairing exceptional Philippine-based EAs with our driven clients and ensuring both receive ongoing support throughout the journey. The result is 10x more leverage, more time, and a greater impact on our clients' work and lives.

With a waitlist growing by the day, Athena has already showcased compelling demand. As part of the Athena team, you will have an exponential opportunity, empowering the fiercely ambitious to reach the most audacious goals.

Role Overview

The Analyst, Helpdesk role is vital for addressing employee inquiries, issues, and requests efficiently. The position plays a key role in resolving problems promptly and continuously improving support processes, ensuring the organization operates smoothly.

Duties & Responsibilities
  1. Respond to inquiries from employees via Zendesk, and provide clear and concise explanations and solutions.
  2. Triage tickets and ensure that inquiries and concerns are directed to the right subject-matter expert (a.k.a. POC), and that actions are committed by the SME (POC).
  3. Keep ticket submitters informed about the status of their tickets, providing regular updates, and ensuring effective communication throughout the support process.
  4. Ensure timely resolution of issues according to service level agreements (SLAs).
  5. Add troubleshooting steps, resolutions, and frequently asked questions into the knowledge base for future reference.
  6. Identify recurring issues and recommend improvements to systems and processes through monthly reporting and collaboration with other departments.
Required Qualifications
  1. At least 1 year experience in customer service.
  2. Residing near Cebu (can easily travel to our Cebu site/s).
  3. Has experience with helpdesk tools, preferably Zendesk.
  4. Proficiency with Google Workspace and Mac OS.
  5. Willing to be in a hybrid work environment, encompassing both remote and in-office work environments.
  6. Willing and available to work during the graveyard shift and has the flexibility to work at any day of the week, at a maximum of 8 hours per day, 40 hours per week.
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