IT Support Intern

hace 2 meses

Querétaro Qro, México Ria A tiempo completo

Ria's mission is to be the most progressive money transfer company in the world by offering service excellence and the most competitive and reliable remittance payment services to our customers.

**Responsibilities**
- Dispatch Coordination: Assign tickets to IT technicians or support staff based on expertise, workload, and priority. Track ticket progress and escalate issues as needed to ensure timely resolution.
- Communication: Serve as the main point of contact between IT staff and end-users. Provide updates on ticket status, manage user expectations, and ensure clear and effective communication throughout the support process.
- Incident Tracking: Monitor and track IT incidents, service requests, and resolutions. Generate and review reports on ticket status, resolution times, and service performance.
- Prioritization: Assess the severity and impact of issues to prioritize tickets appropriately. Balance urgent requests with ongoing support tasks to ensure critical issues are addressed promptly.
- Documentation: Maintain accurate records of support requests, resolutions, and user interactions. Update and maintain knowledge base articles and troubleshooting guides.
- Collaboration: Work closely with IT technicians, engineers, and other departments to facilitate problem resolution and improve support processes. Provide feedback on common issues and suggest improvements to workflows.
- Customer Service: Deliver exceptional customer service by addressing user concerns professionally and empathetically. Ensure user satisfaction with IT support services.

**Qualifications**:

- Education: High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- Experience: Previous experience in an IT support or customer service role is advantageous. Experience with Jira or similar ticketing systems (e.g., ServiceNow, Zendesk) is a plus.
- Technical Skills: Basic understanding of IT systems, hardware, and software. Familiarity with common troubleshooting techniques and procedures.
- Communication Skills: Excellent verbal and written communication skills. Ability to convey technical information to non-technical users clearly and effectively.
- Organizational Skills: Strong organizational and multitasking abilities. Proven track record of managing priorities and meeting deadlines in a fast-paced environment.
- Problem-Solving: Analytical mindset with strong problem-solving skills. Ability to remain calm under pressure and handle challenging situations with professionalism.
- Teamwork: Ability to work collaboratively within a team and interact effectively with users and colleagues at all levels.

Job ID 300000177572500

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