Detalle de la Oferta

Descripción de la Oferta

We at Athena empower exceptional talent with boundless opportunities to achieve more. We achieve this by pairing exceptional Executive Partners (XPs) from the Philippines, Kenya and Guatemala 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. 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 IT analyst positions, helpdesk, etc.

Required Qualifications:
Resides in Guatemala City
Experience with helpdesk tools, preferably Zendesk.
Proficient with Google Workspace and Mac OS.
Willing to work in a hybrid environment (both remote and in-office).
Available to work Monday through Friday and flexible with workdays.

Educación Superior

Lenguajes