.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 growing waitlist, Athena has already demonstrated compelling demand. As part of the Athena team, you will have exponential opportunities, empowering the fiercely ambitious to reach their most audacious goals.Role Overview: Analyst, HelpdeskThe Analyst, Helpdesk role is vital for addressing employee inquiries, issues, and requests efficiently. This 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, providing clear and concise explanations and solutions.Triage tickets, ensuring inquiries and concerns are directed to the correct subject-matter expert (POC), and that actions are committed by the SME (POC).Keep ticket submitters informed about the status of their tickets, providing regular updates and maintaining 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 diagnose root causes, follow logical steps, consult documentation, and test solutions to efficiently resolve complex issues.Excellent Customer Service Skills: Ensures employees' needs are met and issues are resolved promptly and courteously.Great Verbal and Written Communication: Proficient in conveying information clearly, ensuring clarity and understanding for ticket submitters.Attention to Detail: Able to notice and address even the smallest aspects of an employee's concern, ensuring thoroughness in responses.Initiative: Proactive in assisting employees and solving problems without needing explicit guidance.Resourcefulness: Capable of finding creative and practical solutions using available resources.Assertiveness: Confident in dealing with employee inquiries and reaching out to SMEs/POCs to ensure issues are addressed promptly.Teamwork and Collaborative Spirit: Works well with colleagues, sharing knowledge and resources to provide comprehensive support.Time Management: Prioritizes tasks effectively to ensure timely responses and issue resolutions.Relevant Experience Required:At least 1 year of experience in customer service