**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
- 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
- Strong 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 Nairobi (can easily travel to our Kenya 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, at a maximum of 8 hours per day, 40 hours per week.
Standards for Performance:
Performance (based on KPIs) - 30>#/p###
Behavior /Conduct - 20>#/p###
Resourcefulness - 15>#/p###
Responsiveness - 15>#/p###
Teamwork - 10>#/p###
Punctuality/Attendance - 10>#/p###
Standards for Regularization:
(1) First Response Time: 30 mins
(2) First Contact Resolution (Type 1 tickets): 50>#/p###
(3) Resolution Time: 12 hours
(4) Completion Rate: 99>#/p###(5) CSAT: 90%