Customer Support Representative Specialist

DMI

1d•Remote

About The Position

DMI, LLC is seeking a Customer Support Representative Specialist to join us. This role provides 24/7/365 customer-centered IT support as the first point of contact for all user issues. Using ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests. This role proactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure. They identify 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.

Requirements

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
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

Responsibilities

Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues.
Using ITIL-based service management processes, they log, classify, and resolve 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.
Identify trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes.