Philippines Job Openings

Athena PH

Helpdesk, Analyst

August 30, 2024

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

Respond to inquiries from employees via Zendesk, and provide clear and concise explanations and solutions
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).
Keep ticket submitters informed about the status of their tickets, providing regular updates, and ensuring effective communication throughout the support process
Ensure timely resolution of issues according to service level agreements (SLAs)
Add troubleshooting steps, resolutions, and frequently asked questions into the knowledge base for future reference
Identify recurring issues and recommend improvements to systems and processes through monthly reporting and collaboration with other departments

Skills & Competencies

Analytics and problem-solving abilities: Can pinpoint and fix complex issues efficiently by diagnosing root causes, following logical steps, consulting documentation, and testing solutions until resolved
Excellent customer service skills: Has the ability to provide outstanding assistance and support to employees, ensuring their needs are met and issues are resolved promptly and courteously
Great verbal and written communication: Is proficient in effectively conveying information and solutions, ensuring clarity and understanding for ticket submitters
Attention to Detail: Is able to notice and address even the smallest aspects of an employee’s concern or query, ensuring thoroughness and accuracy in responses and solutions
Initiative: Has the willingness and readiness to take proactive steps to assist employees and solve problems without always needing explicit instruction or guidance
Resourcefulness: Is capable of finding creative and practical solutions to issues, utilizing available resources effectively to resolve queries or problems
Assertiveness: Possesses the confidence in dealing with employees inquiries, and reaching out to people from other departments/SMEs/POCs to ensure that issues are addressed promptly and effectively
Teamwork and collaborative spirit: Can work well with colleagues and other teams, sharing knowledge and resources to provide comprehensive support and solutions to ticket submitters
Time management: Can prioritize tasks and manage time effectively to ensure timely responses to employee inquiries and efficient resolution of issues

Relevant Experience Required
At least 1 year experience in customer service

Required Qualifications

Residing near Ortigas (can easily travel to our ortigas site/s)
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

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