• Deliver outstanding customer support via phone calls, chats and emails • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists

• Answer inbound calls and respond to customer inquiries professionally and courteously • Identify customer needs and provide appropriate solutions within set timeframes • Handle complaints, inquiries, and follow-ups to ensure resolution • Maintain accurate records of customer interactions in CRM systems • Process orders, forms, and applications as required • Follow company communication procedures and policies • Engage customers and provide a positive service experience • Participate in training sessions and team meetings • Assist with special projects and team tasks as needed • Comply with company health, safety, and hygiene policies • Maintain a clean and safe work environment • Report incidents, hazards, or accidents in line with company policy

• Provide product and application expertise to customers. • Initiate, manage and work through client projects to enhance product usage and resolve complex issues. • Provide mentorship to team mates. • Lead complex projects while supporting higher profile customer relationships. • Create post-conversation plans. • Demonstrate expertise across multiple applications and/or CSI service areas. • Gather customer requirements and put together advanced project plans to address immediate client needs. • Participate in multiple projects simultaneously and handle a higher workload than less experienced analysts. • Support strategic high-profile customer relationships. • Provide virtual and/or on-site project support and training to customers. • Develop and maintain a library of problem resolution actions and a knowledge base for the Customer Service desk. • Identify trends with product issues and collect client feedback for desired functionality.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking an enthusiastic and dedicated Email/Chat Support Specialist to join our dynamic team at DMC Strategic IT. As an Email/Chat Support Specialist, you will be the first point of contact for our clients, providing exceptional support and ensuring a seamless customer experience. This fully remote, entry-level position is ideal for individuals with strong communication skills and a passion for helping others. - Respond to customer inquiries via email and chat in a timely and professional manner. - Troubleshoot and resolve customer issues by providing accurate information and appropriate solutions. - Maintain detailed and accurate records of customer interactions and transactions. - Collaborate with team members and other departments to resolve complex issues. - Identify and escalate priority issues to the appropriate channels. - Continuously strive to improve customer satisfaction and maintain high-quality service standards. - Stay up-to-date with company products, services, and policies to provide informed assistance. - Participate in training sessions and team meetings to enhance knowledge and skills. Qualifications - Excellent written communication skills with a strong command of the English language. - Ability to multitask and manage time effectively in a fast-paced environment. - Strong problem-solving skills and attention to detail. - Basic understanding of IT concepts and terminology is a plus. - Proficiency in using email and chat platforms, as well as basic computer applications. - Customer-oriented mindset with a positive and empathetic attitude. - Ability to work independently and as part of a remote team. - High school diploma or equivalent; additional education or relevant certifications are a plus. - Availability to work flexible hours, including evenings and weekends, if required. Company Description DMC Strategic IT is the North American Odoo and NetSuite Partner for equipment Manufacturing, Sales, and Distribution Organizations. We collaborate with companies to implement innovative solutions that perpetually evolve and support strategic and tactical initiatives. Our solutions are the 'Right Balance' of Process Improvements and Technology, effectively delivering a 'Top-Line' solution that positively impacts the 'Bottom-Line' metrics for growth, profit, and competitive advantage.