Customer Service Representative

Alderframe Systems; Washington (District of Columbia); Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) match

Paid time off

Public holidays

Education budget

Home office equipment

Job summary

Alderframe Systems is seeking a Customer Service Representative for remote U.S. coverage. You will handle orders, shipments, returns and invoices via calls, emails and tickets, explain system changes in plain English, and document issues for developers.

Training on Alderframe tools begins in the first weeks. You will work during U.S. business hours from a quiet home office with a reliable internet connection. Prior customer service experience is required.

Qualifications

• At least 1 year in customer service, call center, or help desk.
• Clear written English.
• Experience with a ticketing system (Zendesk, Freshdesk, or Jira Service Management).
• Quiet workspace and reliable internet connection.

Responsibilities

• Handle calls, emails, and tickets from client staff about orders, shipments, returns and invoices.
• Look up an order's history across connected systems and explain changes.
• Write fault reports for developers with steps and what the screen showed.
• Follow up until the client confirms the problem is resolved.
• Create help articles when screens or processes change.

Skills

Customer service

Written English

Tools

Zendesk

Freshdesk

Jira Service Management

Job description

Remote (U.S.) / Full-time / Client Support

Alderframe builds the software distributors and manufacturers use to move an order from sales to the warehouse to the invoice. When something in that chain looks wrong to a client's staff, they contact our support team, and we're adding a Customer Service Representative to it.

Most requests are specific. A sales rep can't find the second half of a split shipment. A credit note won't post. A return shows as received on one screen and open on another. You find the record, work out what happened to it and explain it in plain English. When it turns out to be a real fault, you write it up so a developer can reproduce it without asking you twice.

What you'll work on:

• Calls, emails and tickets from client staff, mostly about orders, shipments, returns and invoices
• Looking up an order's history across the connected systems and explaining what changed and when
• Fault write-ups for the developers: order number, steps taken, what the screen showed
• Follow-up until the client confirms the problem is gone
• Help articles, whenever a screen or a process changes

Requirements:

• At least a year in customer service, a call center or a help desk
• Clear written English (most requests arrive in writing)
• A ticketing system such as Zendesk, Freshdesk or Jira Service Management
• A quiet place to work and a reliable internet connection

Nice to have:

• Order entry, a warehouse office or accounts receivable. You'll recognize the documents our clients deal with.
• Any ERP

The first weeks are training on our tools and on the client systems they connect to. Hours are within U.S. business hours, agreed with you.

Benefits:

• medical, dental and vision insurance for you and your dependents
• a 401(k) with an employer match
• paid vacation, sick leave and U.S. public holidays
• a yearly budget for courses, books and certifications
• a laptop, monitor and home office equipment from Alderframe

About Alderframe:

Alderframe Systems is a software development firm in New York. We build business software for distributors, manufacturers and equipment suppliers, mostly the connections between the systems their sales, warehouse and finance teams use to handle orders, stock and invoices.

Alderframe Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status.