What are the responsibilities and job description for the Customer Support Specialist IV position at ECS Federal, LLC?
ECS is seeking a Customer Support Specialist IV to work in our Memphis, TN office and Remotely.
This position will perform and have the following duties, roles, and / or responsibilities:
- Receive, track and review all related documents for customer acquisition process.
- Verify completeness and accuracy of customer information to determine eligibility for program.
- Respond to customer issues via phone and email.
- Provide technical support to computer users with varying degrees of experience.
- Responsible for researching and resolving complicated complaints to ensure customer retention and satisfaction.
- Follow established processes for customer acquisition, account creation and maintenance.
- Assist in project metrics reporting.
- Familiarity working with file structures, databases and proficiency with incident reporting tools such as Remedy and Service Now a plus.
- Works independently and with team to resolve complicated issues which are not defined in process flows.
- Develop some Standard Operating Procedure documentation.
- Adapt quickly to rapidly changing priorities and requirements.
- Other duties as needed.
- Position offers remote flexibility
- US Citizen or Green card holder and must be able to obtain a Public Trust Clearance.
- Minimum of 6 years' experience in the field or in a related area
- Proficient with Microsoft Office applications
- Strong interpersonal and professional oral and written communication skills required.
Req Benefits:
https://ecstech.com/careers/benefits/">https://ecstech.com/careers/benefits/
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