Customer Support Representative Specialist
Digital Management Llc, Tysons Corner, VA, United States
About the Opportunity
DMI, LLC is seeking a
Customer Support Representative Specialist
to join us.
Duties and 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, 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.
Acts as a critical role in delivering reliable and responsive IT support that enhances productivity and minimizes downtime.
Qualifications Required Skills & Certifications:
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
Background Requirements:
Must possess or be eligible to obtain and successfully complete a Public Trust background investigation and/or a Public Trust clearance.
Citizenship Status Required:
Must be a U.S. Citizen
Physical Requirements:
None required for this position.
Location:
Remote, US
***************** No Agencies Please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
Working at DMI DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:
Do What’s Right
– We lead with honesty and integrity.
Own the Outcome
– We take responsibility and deliver.
Deliver for Our Customers
– We are relentless about delivering value.
Think Bold, Act Smart
– We innovate with purpose.
Win Together
– We collaborate and celebrate our success.
These values aren’t just ideals—they show up in how we support every part of your well‑being:
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.
DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.
#J-18808-Ljbffr
Customer Support Representative Specialist
to join us.
Duties and 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, 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.
Acts as a critical role in delivering reliable and responsive IT support that enhances productivity and minimizes downtime.
Qualifications Required Skills & Certifications:
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
Background Requirements:
Must possess or be eligible to obtain and successfully complete a Public Trust background investigation and/or a Public Trust clearance.
Citizenship Status Required:
Must be a U.S. Citizen
Physical Requirements:
None required for this position.
Location:
Remote, US
***************** No Agencies Please *****************
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.
Working at DMI DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:
Do What’s Right
– We lead with honesty and integrity.
Own the Outcome
– We take responsibility and deliver.
Deliver for Our Customers
– We are relentless about delivering value.
Think Bold, Act Smart
– We innovate with purpose.
Win Together
– We collaborate and celebrate our success.
These values aren’t just ideals—they show up in how we support every part of your well‑being:
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.
DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.
#J-18808-Ljbffr