Customer Support Specialist IV

Job Description

ECS is seeking a Customer Support Specialist IV to work in our Memphis, TN office .

• Respond to customer issues via phone and email.
• Provide technical support to computer users with varying degrees of experience.
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction. Follow established processes for customer acquisition, account creation and maintenance.
• Perform and research customer issues, configurations and provide a full problem analysis, documentation, escalation and resolution.
• Familiarity working with file structures, databases and proficiency with ServiceNow a plus.
• Works independently and with team to resolve issues which are not defined in process flows.
• Assist customers in resolving any and all deficiencies. Develop some Standard Operating Procedure documentation.
• Maintain, manage and execute daily activities including, test file creation, test file evaluation.
• Receive, track, and review all related documents and procedures in the eVS process, including serving as subject matter expert in the File testing phase.
• Adapt quickly to rapidly changing priorities and requirements.
• Assist in developing less experienced staff when appropriate.
• Other duties as needed.

Required Skills

• Requires a high school diploma or equivalent and 6 years' experience in the field or in a related area.
• Ability to work independently with very limited supervision on complicated tasks required.
• Strong interpersonal and professional oral and written communication skills required. Wide degree of creativity and latitude is expected.
• Ability to adapt to rapidly changing requirements.
• Experience developing and implementing automated or streamlined solutions.
• Must be able to obtain and maintain a public trust clearance

Desired Skills

• Proficiency in MS Excel, MS Access helpful.
• Familiarity with file transfer protocols, specifications and database concepts a plus.
• Experience in problem analysis and resolution desired.

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ECS is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

ECS is a leading mid-sized provider of technology services to the United States Federal Government. We are focused on people, values and purpose. Every day, our 3300+ employees focus on providing their technical talent to support the Federal Agencies and Departments of the US Government to serve, protect and defend the American People.