Customer Support Specialist III

Everforth ECS; Memphis (TN); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Everforth ECS in Memphis, TN, seeks a Customer Support Specialist III to handle customer inquiries by phone and email, provide technical assistance, and ensure ongoing satisfaction. Onsite training is required with remote work options for some tasks, supporting a 24x7 environment across three shifts.

The role emphasizes problem analysis, documentation, and collaboration with teams to resolve complex issues while mentoring less experienced staff. U.S.

Qualifications

• High school diploma or equivalent and at least 6 years in customer support or related field.

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 processes for customer acquisition, account creation and maintenance.
• Perform and research customer issues, configurations and provide full problem analysis, documentation, escalation and resolution.
• Familiarity with file structures, databases, and ticketing applications.
• Work independently and with team to resolve issues not in process flows.
• Assist customers in resolving deficiencies; assist with SOP documentation.
• Adapt quickly to changing priorities and multitask as needed.
• Assist in developing less experienced staff when appropriate.

Skills

MS Excel

MS Access

ServiceNow

PostalOne!

eDOC files

Databases

Education

High school diploma or equivalent

Tools

ServiceNow

PostalOne!

eDOC files

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.

• 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.

Desired Skills

• 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. Experience in using ServiceNow is a plus.
• Experience with PostalOne! and eDOC files a plus.

#EverforthECS1

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis 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.

Everforth ECS is the federal segment of Everforth, a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies. Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow. We value:

• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven

Meet the challenge. Make a difference with Everforth ECS!

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis 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.

Everforth ECS is the federal segment of Everforth , a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.

Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.

Meet the challenge. Make a difference with Everforth ECS!