Remote Ticketing & ERP Shipping Coordinator

DMD Systems Recovery, LLC.; United States; Remote; USD 23,000 - 32,000; Full time

Job summary

DMD Systems Recovery, LLC. is hiring a Ticketing Administrator to manage our service request program. You will handle IT hardware requests from end users, collect address details, and mail the correct shipping kits per SLAs and procedures.

Reporting to the Service Delivery Manager, you will respond to tickets via our ticketing platform, input data into ERP, update status, escalate issues, and help produce weekly to quarterly management reports while coordinating with the shipping team.

Qualifications

• 1–3 years of experience in a customer support role.
• Strong written communication skills and attention to detail.
• Proficient in MS Excel and ERP/ticketing systems.

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.
• Continuously update tickets with their current status.
• Proactively follow up on and escalate issues.
• Prepare progress reports for management on weekly/monthly/quarterly basis.
• Work with shipping team to ensure correct packaging and on-time departures.
• Update ERP with shipment status (In Transit, At User, Received).
• Address issues with direct supervisor promptly.
• Create shipping labels to rectify user errors.
• Respond to email requests for support in returning IT hardware kits.
• Prepare and disseminate performance statistics.

Skills

Customer support

Written communication

Problem solving

Critical thinking

Multitasking

MS Excel

Education

High school diploma

Tools

ERP system

Ticketing platform

Job description

DMD Systems Recovery, LLC. is hiring a Ticketing Administrator to manage our service request program. You will handle IT hardware requests from end users, collect address details, and mail the correct shipping kits per SLAs and procedures.

Reporting to the Service Delivery Manager, you will respond to tickets via our ticketing platform, input data into ERP, update status, escalate issues, and help produce weekly to quarterly management reports while coordinating with the shipping team.