Help Desk Analyst, SSLATAM - Mexico City, México - TikTok

Descripción

We partner with business leaders in strategy setting, revenue planning, sales & client incentive policy-making, driving operational effectiveness in tooling and sales processes, and ensuring productive and fruitful partnerships cross-functionally across internal teams.

• Review incoming tickets to prioritize and categorize them based on urgency and complexity.
• Categorize tickets or assign them to ensure proper routing to the relevant support teams or individuals.
• Identify and escalate critical issues that require immediate attention.2.

• Investigate and analyze customerreported issues to understand the root cause.
• Provide timely and accurate responses to customers, guiding them through troubleshooting steps or resolutions.
• Collaborate with other support teams or departments to resolve complex issues that may require specialized knowledge.3.

• Update and maintain a knowledge base with solutions to common issues.
• Document troubleshooting steps, workarounds, and resolutions for recurring problems.
• Ensure that all relevant information is accurately recorded in the ticketing system for future reference.4.

• Communicate effectively with customers to gather additional information about their issues.
• Keep customers informed about the status of their tickets, including progress and expected resolution times.
• Collaborate with internal teams to share insights into common customer concerns and potential improvements.5.

• Analyze ticket data and metrics to identify trends and patterns in customer issues.
• Provide regular reports to management on key performance indicators, such as ticket resolution times and customer satisfaction.
• Suggest process improvements or training opportunities based on the analysis of support interactions.
• Bachelor degree, preferably in a quantitative field, like industrial engineering. 1+ years of experience working in a fastpaced environment; experience in teleperformance or digital advertising is a plus
• Ability and appetite to learn quickly and meet tight deadlines without sacrificing output quality.
• Ability to evaluate problems from multiple perspectives and apply critical thinking skills.
• Proven record of challenging the status quo, intellectual curiosity, and a desire to consistently improve oneself.
• Strong communication, interpersonal, and presentation skills and a "can do" attitude.
• Ability to prioritize multiple projects and tasks and manage time effectively.
• Proficiency in Microsoft Office and Google products (specifically Excel and Google Sheets).
• Familiarity with major sales CRM platforms (. SalesForce, Insightly, Boostr, , Order Management Systems (. Operative, FatTail, Prisma, and Ads Platforms (. Google Ads Manager, Facebook, Snapchat, is a plus
• Fluent in Spanish & English, Portuguese is a plus