Customer Service Representative (Technical Support)

Overview:

ARDEM is seeking a Customer Service Representative with strong technical understanding to support customer inquiries, process orders, and manage service tickets through Zendesk.

Key Responsibilities:

• Handle customer queries through Zendesk and provide timely, accurate responses.
• Review engineering drawings, layouts, and specifications to process customer orders and submittals.
• Enter and maintain order details in the system with high accuracy.
• Prepare and share reports, documentation, and customer updates.
• Work with internal teams to resolve issues and ensure customer satisfaction.
• Retrieve technical and product-related information as needed to support customer requests.
• Manage multiple tasks in a deadline-driven environment.

Requirements/ Computer Skills:

• 35 years of customer service or technical support experience.
• Experience with Zendesk or similar ticketing/CRM platforms.
• Ability to read engineering drawings, blueprints, or basic technical diagrams.
• Strong written and verbal communication skills.
• Proficiency in MS Office 365, Adobe Acrobat, OCR tools, and Visio.
• Detail-oriented with strong problem-solving abilities.

Qualification Required:

• B.E. / B.Tech in Mechanical Engineering from a recognised university.
• 2–3 years of hands-on experience in product design including 2D drafting, 3D modelling, and assembly using standard engineering and CAD tools.
• Strong understanding of engineering drawings, layouts, tolerances, and basic manufacturing processes.
• Experience working with customer specifications, technical documents, and product requirements.

Preferred Background:

• Experience in manufacturing, engineering products, construction materials, hardware fittings, or industrial solutions.

Additional Requirements

This opportunity enhances your work life balance with allowance for remote work. To be successful your computer hardware and internet must meet these minimum requirements:

• Laptop or Desktop:
• Operating System:Windows
• Screen Size:14 Inches
• Screen Resolution:FHD (19201080)
• Processor:I5 or higher
• RAM:Minimum 8GB (Must)
• Type:Windows Laptop
• Software:AnyDesk
• Internet Speed:100 MBPS or higher