Customer Support Specialist IV

2 weeks ago

Memphis, TN, United States ECS Limited Full time

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.
  • 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

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