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Ria is a leading provider of innovative money transfer services, committed to delivering exceptional customer experiences and reliable payment solutions. We are seeking a skilled IT Support Specialist to join our team and contribute to our mission of excellence.
**Key Responsibilities:**
• **Ticket Management**: Assign and track IT tickets, ensuring timely resolution and effective communication with end-users.
• **Incident Tracking**: Monitor and track IT incidents, service requests, and resolutions, generating reports on ticket status and service performance.
• **Prioritization**: Assess issue severity and impact, prioritizing tickets to balance urgent requests with ongoing support tasks.
• **Documentation**: Maintain accurate records of support requests, resolutions, and user interactions, updating knowledge base articles and troubleshooting guides.
• **Collaboration**: Work closely with IT technicians, engineers, and other departments to facilitate problem resolution and improve support processes.
• **Customer Service**: Deliver exceptional customer service by addressing user concerns professionally and empathetically, ensuring user satisfaction with IT support services.
**Requirements:**
• **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 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.
