CPT-11760 Customer Service Ticket Support & Order Documentation Virtual Assistant

About the Role

As a Customer Service Ticket Support & Order Documentation Virtual Assistant, you will play a crucial role in enhancing customer satisfaction for a leading online metals supplier. This position focuses on efficiently managing customer inquiries and documentation, making it essential for streamlining operations within the Customer Service team. In your initial months, you will receive training to familiarize yourself with the systems and processes, ensuring that you can handle routine customer tickets effectively. Your contributions will help reduce response times and allow Customer Service representatives to concentrate on more complex customer issues.

Key Responsibilities

• You will be responsible for tracking customer inquiries, utilizing systems like Backoffice, UPS Quantum View, and Zendesk to provide timely information on shipments.
• Handling document requests is a key part of your role, where you will retrieve and send necessary order documents such as mill test reports and invoices to customers efficiently.
• After your training period, you will assist in full trace documentation support, ensuring that all required documents are accurately located and organized for customer delivery.
• Your daily tasks will include documenting every action taken in Zendesk, maintaining clear records of customer interactions and resolutions.
• You will monitor and manage ticket escalations, ensuring that complex issues are communicated to the Customer Service team while you focus on resolving straightforward requests.
• Closing tickets upon resolution is part of your responsibilities, which helps maintain an organized system and improve response times for future inquiries.

Requirements & Qualifications

• A high school diploma or equivalent is typically required for this role, with preference given to candidates with post-secondary education.
• Experience in customer service or administrative support roles will be advantageous, providing you with the skills necessary to handle inquiries efficiently.
• You should be proficient in using customer support software, particularly Zendesk, to manage tickets and document requests effectively.
• Strong organizational skills and attention to detail are essential for managing a high volume of written customer requests accurately.
• Excellent written communication skills are necessary to ensure that all customer interactions are clear and professional.

What You’ll Gain

• This role will enhance your customer service skills, giving you practical experience in managing customer inquiries and documentation.
• You will develop proficiency in using industry-standard software such as Zendesk, which is a valuable asset in the job market.
• Working in a remote environment will allow you to cultivate self-discipline and effective time management skills.
• As you advance, there may be opportunities for career growth within customer service or administrative support roles, potentially leading to more complex positions in the future.

How to Apply

If you are interested in this opportunity, please apply through the 20four7VA Team Portal for faster processing. Make sure to upload your resume to expedite your application process. Apply here.