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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

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

• 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.

• 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