Managers, Helpdesk

2 weeks ago

Quezon City, National Capital Region, Philippines Athena Full time

Key Duties & 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, which includes hiring, training, scheduling, assisting and performance management.

  • Generate reports and conduct analysis to identify trends, issues, and opportunities for improvement within the Helpdesk operation, as well as surface the same 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, which entails 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.

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