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