Customer Support Specialist IV

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.

Qualifications

• 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