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

Job Description

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Title: Independent Contractor – CPT-11760 Customer Service Ticket Support & Order Documentation Virtual Assistant/Business Support VA/Junior-Senior Level (Remote).

Overview

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

An established online metals supplier is adding a second VA to support its Customer Service team by handling routine customer tickets and reducing the volume of straightforward requests.

The VA will start with tracking inquiries and basic document requests, providing customers with tracking details and existing order documents such as mill test reports (MTRs), certificates of conformance (COCs), and invoices, and documenting and closing each ticket in Zendesk. After training, the VA will move into full trace documentation support. Complex issues such as missing documentation, shipment investigations, refunds, and cancellations stay with the Customer Service team.

The goal is faster ticket response times, a smaller backlog, and more time for the Customer Service representatives to focus on phone coverage and complex customer issues. The ideal candidate is accurate, organized, and comfortable working through a high volume of written customer requests.

Scope of Services

Contractors will be required to provide services that align with the following client tasks:

Tracking Requests

• Handle tracking inquiries where the information is already available in Backoffice, UPS Quantum View, or Zendesk
• Locate shipment tracking details and send them to the customer
• Document the response and solve the ticket

Document Requests

• Retrieve existing order documents, such as MTRs, COCs, and invoices
• Send the correct documents to customers through Zendesk
• Verify order details before sending any document

Full Trace Documentation (After Training)

• Review full trace requests and confirm what documentation is required
• Locate, organize, and verify the required documents and order information
• Provide complete documentation packages to customers once properly trained

Ticket Management & Escalation

• Respond to assigned requests in Zendesk
• Document every action clearly in each ticket
• Close tickets once resolved
• Escalate missing documentation, shipment investigations, refunds, cancellations, and complex issues to the appropriate team member

Backlog & Backup Support

• Help clear the current backlog of routine requests
• Serve as backup support in assigned areas
• Take on similar customer service tasks when routine ticket volume is caught up

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

Skills

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• Customer service, ticket-based support, order processing, or administrative experience required
• Excellent written English required
• Strong attention to detail required
• Ability to learn client systems and follow established procedures required
• Zendesk or other help desk ticketing experience strongly preferred
• Order tracking, shipping, or logistics support experience preferred
• E-commerce, distribution, or manufacturing customer service experience preferred
• Familiarity with MTRs, COCs, or similar order documentation a plus

IDEAL CANDIDATE PROFILE

• Accurate and detail-oriented with order and document information
• Clear, professional written communicator
• Comfortable working through a high volume of tickets
• Organized and consistent with documentation in a ticketing system
• Knows when to resolve and when to escalate
• Quick to learn new systems and procedures

APPLICATION SOFTWARE KNOWLEDGEABLE / REQUIRED

• Zendesk
• Client Backoffice System (Training Provided)
• UPS Quantum View (Training Provided)
• Email
• Microsoft Office or Google Workspace

Work Schedule

• Contracted Hours per Week: 20–30 hours/week (Exact Hours to Be Confirmed by Client)
• Scheduled Working Days: TBD – To Be Confirmed by Client
• Daily Working Time: TBD – To Be Confirmed by Client

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

Terms of Engagement

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

Role Summary & Requirements

• REQUIRED SERVICE: Admin / Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior Level-Senior Level
• Contracted Hours per Week: 20–30 hours/week (Exact Hours to Be Confirmed by Client)
• Daily Working Time: TBD – To Be Confirmed by Client
• Scheduled Working Days: TBD – To Be Confirmed by Client
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A–C (Strong Written English Required)
• REGION PREFERENCES: Any

What we offer

• Competitive rates
• Weekly payments
• Various open roles are available
• Free training and upskilling
• Constant support and guidance
• A vibrant community always ready to support you
• And more!