Customer Service Representative

Job Title: Customer Service Representative
Location: Onsite (Wayne, PA)
Employment Type: Full-Time

About Us:
DMV IT Service, headquartered in Washington, DC, is a premier provider of tailored IT solutions and staffing services nationwide. We specialize in delivering expert IT support, robust cybersecurity measures, and custom website and application development to enhance business efficiency and security. Our commitment extends to aligning top-tier talent with organizations, ensuring that our clients achieve their technological and operational objectives.

Job Overview:
We are seeking a motivated Customer Service Representative with 0-2 years of experience, preferably in phone support, to join our dynamic team. The successful candidate will be the first point of contact for technical support inquiries, providing immediate assistance and escalating issues as necessary. This role is ideal for individuals looking to deepen their technical knowledge and contribute to the efficient operation of enterprise systems.

• Answer initial technical support calls from employees, contractors, and consultants, providing immediate assistance where possible.
• Open and manage tickets for unresolved issues, escalating them to 1st or 2nd level support as required.
• Monitor production systems for alerts, outages, and system issues, implementing quick and effective solutions for break/fix issues.
• Execute technical procedures to resolve both production and non-production issues.
• Continuously evaluate and improve applications, processes, and support methods to enhance team effectiveness and system reliability.
• Develop a thorough understanding of enterprise systems and gain knowledge and insights into client needs, concerns, and challenges.
• Update and maintain support documentation, ensuring adherence to ITIL practices and compliance with company policies.

Required Qualifications:

• 0-2 years of experience in technical support, preferably in a phone support environment.
• Strong problem-solving skills and the ability to handle multiple issues simultaneously in a high-pressure environment.
• Excellent communication skills, capable of effectively articulating technical concepts to a non-technical audience.
• Demonstrated ability to learn new technologies quickly and apply them in a practical setting.
• Familiarity with ITIL practices and a commitment to following established procedures.