Ticketing Administrator

Full-time Remote within United States Pay Rate: $20/hour Up to 10% Travel 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. 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 mannerReach out to end users, or their manager, to collect address detailsInput user’s data into ERP system to create a shipment to the userContinuously update tickets you have worked with their current statusProactively follow up on and escalate issues that arisePrepare progress reports for management on weekly/monthly/quarterly basisWork with members of the shipping team to ensure that the correct packaging is getting sent to each user, and that they are leaving on timeUpdate ERP with shipment status (In Transit, At User, Received, etc.) Promptly address any issues or inconsistencies with your direct supervisorCreate individual shipping labels as needed to rectify user errorsRespond to email request for support in returning IT hardware kitsPreparation and dissemination of performance statisticsOther office related duties as needed Qualifications High school diploma, GED, or equivalent 1- 3 years of experience in a customer support roleExcellent Written Communication SkillsProblem-Solving SkillsCritical 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))