Help Desk Analyst, Sslatam

hace 2 meses

City, México TikTok A tiempo completo

Responsibilities
TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

**About the team**:
The high-performing Global Monetization Strategy & Operations (MSO) organization is essential to enabling TikTok's advertising business growth. 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.

**What you will do**:
**1. Ticket Triage**:

- 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. Issue Resolution**:

- Investigate and analyze customer-reported 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. Documentation**:

- 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. Communication**:

- 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. Performance Analysis**:

- 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.

**Qualifications**:

- Bachelor degree, preferably in a quantitative field, like industrial engineering.
- 1+ years of experience working in a fast-paced environment; experience in teleperformance or digital advertising is a plus
- Ability and appetite to learn quickly and meet tight deadlines without sacrificing output quality.
- 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 (i.e. SalesForce, Insightly, Boostr, etc.), Order Management Systems (i.e. Operative, FatTail, Prisma, etc.) and Ads Platforms (i.e. Google Ads Manager, Facebook, Snapchat, etc.) is a plus
- Fluent in Spanish & English, Portuguese is a plus

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

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