Customer Support Specialist IV

Customer Support Specialist IV

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

• Responding to customer issues via phone and email.
• Providing technical support to computer users with varying degrees of experience.
• Researching and resolving complaints to ensure customer retention and satisfaction.
• Performing and researching customer issues, configurations, and providing a full problem analysis, documentation, escalation, and resolution.
• Familiarity working with file structures, databases, and proficiency with ServiceNow is a plus.
• Working independently and with the team to resolve issues which are not defined in process flows.
• Assisting customers in resolving any and all deficiencies and developing some Standard Operating Procedure documentation.
• Maintaining, managing, and executing daily activities including test file creation and evaluation.
• Receiving, tracking, and reviewing all related documents and procedures in the eVS process, including serving as a subject matter expert in the File testing phase.
• Adapting quickly to rapidly changing priorities and requirements.
• Assisting 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 or allow discrimination 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.