Help Desk Analyst, SSLATAM

hace 1 mes

Mexico City TikTok A tiempo completo

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.

- 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. - 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

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