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.
- education: high school diploma or studying the last semesters of the professional career.
- 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.
*your place at ria*
you’ll grow alongside a multicultural team where diversity is not just a fancy term we throw around. We started out as a small immigrant-made business with one simple mission: to help people like us stay connected to their loved ones around the world. Although we’re now a global fintech with offices all over the world, we’ve stayed true to our roots.
We are down-to-earth people who are from everywhere and comfortable just about anywhere. Together, we believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. This idea of helping to open ways for a better everyday life is what drives us to continue doing our best each day.
The ria dna is made up of four main pillars*:humility, openness, transparency, and drive*. This powerful combination allows us to do right by our customers and colleagues. We are people serving people and we never, ever forget that.