Ticketing Administrator

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

About DMD

DMD Systems Recovery is on a mission to protect the planet – one IT asset at a time. We help companies securely erase data and give technology a second life through reuse, refurbishment, and responsible recycling. As a certified B Corp, we believe business should do more than make money – it should make a difference. Every laptop, server, and device we process helps reduce waste, shrink landfills, and fuel the next generation of technology. If you care about sustainability, real‑world impact, and smart tech solutions, DMD is a place where your work truly matters.

Full-time Remote within United States.
Pay Rate: $20/hour.
Up to 10% Travel.

Our headquarters are in Tempe, Arizona, with additional processing facilities in Austin, Texas and Palo Alto, California.

About The Role

The Ticketing Administrator is responsible for our service request program. This role is responsible for actioning IT hardware requests from end users in a timely manner. You will be responsible for collecting the end user’s address details, equipment list, and ensuring the appropriate shipping kit(s) is mailed out to them in accordance with our SLAs and internal procedures. Timely response to all inquiries and follow up on tickets that require additional detail to action will be your primary focuses. You will ensure our company adheres to certification standards, internal policies, and project-specific SLAs. Includes other related duties as assigned. This position reports to the Service Delivery Manager.

What You'll Do

• 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

Qualifications

• 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

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computers.
• Must be able to lift up to 15 pounds at a time.
• Reasonable accommodations will be made, enabling individuals with disabilities to perform essential functions.

The Pay Range For This Role Is

20 - 20 USD per hour(Remote (United States))