Customer Support Representative Specialist (Fully Remote)

DMI; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Financial wellness tools

Healthcare coverage

Development opportunities

Job summary

DMI is seeking a Customer Support Representative Specialist to join the team in the United States. The role is focused on delivering reliable IT support and serving as the first point of contact for user issues.

You will log, classify, and resolve incidents and service requests, including account changes, while proactively monitoring for SLA thresholds and escalations as required.

Qualifications

• In-depth knowledge of IT service desk operations and ticket resolution.
• Strong customer service, communication and analytical skills.
• Must be a U.S. Citizen and eligible for Public Trust clearance.

Responsibilities

• Provide customer-centered IT support as the first point of contact for all user issues.
• Log, classify, and resolve incidents and service requests, including account changes.
• Proactively monitor incidents nearing SLA thresholds and escalation as needed.

Skills

IT service desk operations

Ticket resolution

Customer service

Communication

Analytical skills

Job description

• DMI is seeking a Customer Support Representative Specialist to join the team.
• This role is critical to delivering reliable and responsive IT support.

Duties and Responsibilities:

• Provide customer-centered IT support as the first point of contact for all user issues.
• Log, classify, and resolve incidents and service requests, including account changes.
• Proactively monitor incidents nearing SLA thresholds and escalation as needed.

Qualifications:

• In-depth knowledge of IT service desk operations and ticket resolution.
• Strong customer service, communication and analytical skills.
• Must be a U.S. Citizen and eligible for Public Trust clearance.

Working at DMI:

• Culture is shaped by values like Do What's Right, Own the Outcome, and Win Together.
• Benefits include financial wellness tools, healthcare coverage, and development opportunities.

DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. Recognized as a Top Workplace, DMI supports public sector agencies and commercial enterprises globally with a culture shaped by five core values.