Customer Support Specialist III

ecsfederal; Memphis (TN); Remote; USD 28,000 - 32,000; Full time

Job summary

ECS Federal seeks a Customer Support Specialist III in Memphis, TN or remote, with onsite training and occasional meetings. The role handles acquisition documents, eligibility checks, and customer support across 24x7 shifts. Must obtain a Public Trust clearance and work from home with limited supervision.

The position requires responding to issues, researching problems, and coordinating with teams to ensure satisfaction. Strong communication and adaptability are essential for this role.

Qualifications

• Requires high school diploma or equivalent.
• Six years of experience in the field or related area.

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.

Skills

Customer support

Technical support

Issue resolution

Documentation

Multi-tasking

Team training

Tools

Ticketing system

Databases

File structures

Job description

ECS is seeking a Customer Support Specialist III to work in Memphis, TN/Remote.

This role will require onsite training and occasional onsite meetings.

ECS is seeking a Customer Support Specialist III who will receive, track and review all related documents for customer acquisition process. Verify completeness and accuracy of customer information to determine eligibility for program.
This position will perform and have the following duties, roles, and / or 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 ticketing applications.
• Work independently and with team to resolve issues which are not defined in process flows.
• Assist customers in resolving any and all deficiencies. Assist with developing some Standard Operating Procedure documentation.
• Adapt quickly to rapidly changing priorities and requirements and multitask as needed
• Assist in developing less experienced staff when appropriate.
• Competent and dependable.
• Other duties as needed.

The support we provide the client is 24x7x365, which includes nights, weekends, and holidays, across 3 daily shifts.

Salary Range: $20.75/hr.

General Description of Benefits

• US Citizen and must be able to obtain a Public Trust Clearance.
• Requires a high school diploma or equivalent and 6 years’ experience in the field or in a related area.
• Ability to work independently from home with limited supervision on complicated tasks required.
• Reliable home internet connectivity and workspace
• 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.