Note: The job is a remote job and is open to candidates in USA. DMD Systems Recovery, LLC helps organizations securely erase, reuse, refurbish, and responsibly recycle IT assets. The Ticketing Administrator manages end-user IT hardware requests, coordinates shipping kits, updates tickets and ERP records, and helps ensure service-level and certification requirements are met.
Responsibilities
- Respond to user requests via company ticketing platform in a timely manner
- Reach out to end users, or their manager, to collect address details
- Input user’s data into ERP system to create a shipment to the user
- Continuously update tickets you have worked with their current status
- Proactively follow up on and escalate issues that arise
- Prepare progress reports for management on weekly/monthly/quarterly basis
- Work with members of the shipping team to ensure that the correct packaging is getting sent to each user, and that they are leaving on time
- Update ERP with shipment status (In Transit, At User, Received, etc.)
- Promptly address any issues or inconsistencies with your direct supervisor
- Create individual shipping labels as needed to rectify user errors
- Respond to email request for support in returning IT hardware kits
- Preparation and dissemination of performance statistics
- Other office related duties as needed
Skills
- High school diploma, GED, or equivalent
- 1- 3 years of experience in a customer support role
- Excellent Written Communication Skills
- Problem-Solving Skills
- Critical Thinking
- Extreme accuracy and attention to detail
- Ability to Multitask on a PC- rapidly switching between programs
- Strong working knowledge of MS Excel
Benefits
- Full-time Remote within United States
Company Overview