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

📌 IT Support Intern (Santiago de Querétaro)
🏢 Ria
📍 Santiago de Querétaro