POSITION: Apprentice LOCATION: Bogotá, Colombia PURPOSE: Support for the IT-BPO team KEY RESPONSIBILITIES: 1. User Management on MyDHLi: Creation and administration of user accounts on the MyDHLi platform, ensuring proper access and configuration according to customer needs. 2. Customer Training and Support: Coordination and follow-up of training sessions for customers on the use of the MyDHLi application, ensuring correct understanding and utilization of the platform. Provide continuous support during trainings, answering questions and resolving doubts to ensure efficient system usage. 3. Incident Management with Global Support: Coordination and communication with the technical team in India to resolve incidents reported by platform users, managing issue escalation and ensuring appropriate response times. 4. CCM (Complaints) Closure Management: Monitoring and tracking of complaint case (CCM) closures, ensuring resolution processes are completed according to established standards. Preparation of detailed reports on the status of CCMs, providing relevant and up-to-date information to all teams involved in complaint resolution. 5. Report Creation and Optimization: Generation of periodic reports for each team related to CCMs, contributing to performance analysis and continuous improvement. Assistance in creating and improving reports, optimizing data collection and presentation processes. DESIRED REQUIREMENTS: * Student enrolled in Technical or Technological programs in administrative, industrial engineering, or related fields * Proficiency in Excel * The program and institution must have an agreement with SENA * Must not have previously signed a SENA-registered apprenticeship contract * Must have university authorization to carry out the internship * Intermediate level in Office tools, especially Excel (formulas and pivot tables) SKILLS AND COMPETENCIES: * Willingness to learn and learning ability * Self-management * Continuous optimization * Creativity * Curiosity