Customer Support Specialist IV

Customer Support Specialist IV role at ECS

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

Responsibilities

• Respond to customer issues via phone and email.
• Provide technical support to computer users with varying degrees of experience.
• Research and resolve complaints to ensure customer retention and satisfaction. Follow established processes for customer acquisition, account creation, and maintenance.
• Perform detailed problem analysis, documentation, escalation, and resolution for customer issues and configurations.
• Familiarity working with file structures, databases, and proficiency with ServiceNow a plus.
• Work independently and with team to resolve issues 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 and evaluation.
• Receive, track, and review all related documents and procedures in the eVS process, 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

Desired Skills

ECS is an equal opportunity employer and does not discriminate on the basis of 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.

#J-18808-Ljbffr