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ECS · 13 hours ago

Customer Support Specialist IV

Memphis, TN

Full-time

Onsite

Senior Level

6+ years exp

ECS is a leading mid-sized provider of technology services to the United States Federal Government, and they are seeking a Customer Support Specialist IV. The role involves responding to customer issues, providing technical support, and ensuring customer satisfaction through effective problem resolution.

Artificial Intelligence (AI)Cloud InfrastructureComplianceConsultingCyber SecurityInformation TechnologyMachine LearningSecuritySoftware

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

Qualification

Technical supportProblem analysisServiceNowMS ExcelMS AccessInterpersonal skillsWritten communicationAdaptability

Required

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

Preferred

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

Company

ECS

Glassdoor3.6

ECS is a fast-growing 4,000-person, $1.2B provider of advanced technology solutions for federal civilian, defense, intelligence, and commercial customers.

Founded in 2001

Fairfax, Virginia, USA

1001-5000 employees