Helpdesk Analyst at Athena

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.