Ticketing Administrator Full Time NEW

$20 Hourly

Remote

Company Description:

DMD Systems Recovery, LLC (DMD) provides IT Asset Disposition solutions adhering to the most rigorous environmental and security standards to deliver confidence to companies who value our world and their reputation. We are a certified B Corp in the Electronics and Sustainability field, with facilities in Tempe, AZ, Austin, TX, and Palo Alto, CA.

Job Summary:

This role is responsible for assisting and ensuring the safe and secure return of corporate-issued IT assets from their employees back to a certified IT Asset Disposition facility. You will communicate directly with users to collect address details, equipment list, and ensuring the appropriate shipping kit(s) are used. You will ensure our company adheres to certification standards, internal policies, and project-specific SLAs. Includes other related duties as assigned.

Key Responsibilities:

• Respond to user requests via company ticketing platform.
• Communicate via email and phone with end users to collect address details, address issues, and general support
• Generate shipping labels.
• Enter data and communication into the ERP system.
• Continuously monitor and update ticket status.
• Prepare progress reports for management on weekly/monthly/quarterly basis.
• Promptly escalate issues or inconsistencies.
• Other office related duties as needed.

Required Skills/Abilities:

• 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.

Education and Experience:

• High school diploma, GED, or equivalent
• 1- 3 years of experience in a customer support role

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

Employment Details:

This Full-time position reports to the Service Delivery Manager of Programs. The role includes hourly wage (commensurate with experience and responsibilities) and a benefits package. DMD is an equal opportunity employer. We conduct pre-employment drug screens and background checks.