[Hiring] Customer Support Representative Specialist @DMI

Role Description

DMI, LLC is seeking a Customer Support Representative Specialist to join us.

• Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues.
• Using ITIL-based service management processes, logs, classifies, and resolves incidents and service requests, including processing move, add, change, and delete account requests.
• Proactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure.
• Identifies trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes.
• This role is critical to delivering reliable and responsive IT support that enhances productivity and minimizes downtime.

Qualifications

• In-depth knowledge of IT service desk operations
• Expertise in ticket resolution and escalation
• Strong customer service and communication skills
• Ability to identify and resolve recurring issues
• Analytical skills
• Omnichannel Support

Requirements

• Must possess or be eligible to obtain and successfully complete a Public Trust background investigation and/or a Public Trust clearance.
• Must be a U.S. Citizen

Benefits

• Convenience/Concierge: Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development: Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial: Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition: Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness: Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.