Ticketing Administrator

DMD Systems Recovery, LLC.

27d•$20 - $20

About The Position

The Ticketing Administrator is responsible for the service request program and for actioning end-user IT hardware requests in a timely manner. The role collects users’ address details and equipment lists, and ensures the appropriate shipping kits are mailed in accordance with service-level agreements (SLAs) and internal procedures. Timely responses to inquiries and follow-up on tickets requiring additional information are primary focuses. The administrator helps ensure compliance with certification standards, internal policies, and project-specific SLAs. Other related duties may be assigned. The position reports to the Service Delivery Manager.

Requirements

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 skills.
Extreme accuracy and attention to detail.
Ability to multitask on a PC and rapidly switch between programs.
Strong working knowledge of MS Excel.

Responsibilities

Respond to user requests through the company ticketing platform in a timely manner.
Contact end users or their managers to collect address details.
Enter user data into the ERP system to create shipments.
Continuously update tickets with their current status.
Proactively follow up on and escalate issues.
Prepare progress reports for management on a weekly, monthly, and quarterly basis.
Coordinate with the shipping team to ensure the correct packaging is sent and shipments leave on time.
Update the ERP system with shipment statuses, such as In Transit, At User, and Received.
Promptly address issues or inconsistencies with the direct supervisor.
Create individual shipping labels as needed to correct user errors.
Respond to email requests for support returning IT hardware kits.
Prepare and disseminate performance statistics.
Perform other office-related duties as needed.