Customer Support Specialist IV

ECS; Memphis (TN); On-site; USD 60,000 - 90,000; Full time

Job summary

ECS Federal LLC is seeking a Customer Support Specialist to join our USPS ACS support team in Memphis, TN. This role focuses on delivering top-tier customer service to USPS customers, researching and resolving complex disputes, and ensuring quality performance of USPS applications.

Onsite four days per week at the USPS location in Memphis, candidates must pass a Public Trust background check and have US citizenship or a Green Card.

Qualifications

• US citizen or Green Card holder and must be able to obtain a Public Trust clearance.
• 4 years of experience in the information technology field.
• 6+ years of experience with Technical Customer Support.
• Excellent verbal and written communication skills.
• Must be able to manage multiple tasks simultaneously.
• Must possess knowledge of Microsoft Excel and Word.

Responsibilities

• Research and analyze issues with services, data, and reports; document results.
• Field incoming phone calls and respond to messages from customers.
• Handle multiple email accounts and respond to inquiries with business writing skills.
• Resolve application or service problems by clarifying needs, determining causes, and explaining solutions.
• Maintain updated knowledge of all company products and services to educate customers.
• Attend all required customer service-related meetings.
• Support multiple applications with minimal supervision.
• Act as liaison between programmers and end users.
• Test applications; compose test plans, document and present results.
• Prepare documentation.
• Cross-train as needed.

Skills

Communication skills

Analytical skills

Multitasking

Organizational skills

Tools

Microsoft Excel

Microsoft Word

Job description

Job Description

ECS is seeking a

Memphis, TN.

Job Description

ECS is seeking a Customer Support Specialist (up to level IV) to join our US Postal Service Address Change Service (ACS) support team in Memphis, TN. As a Customer Service Specialist, your primary focus will be delivering best-class customer support to USPS customers, researching and resolving in-depth disputes, issues and complaints, and ensure proper functionality and quality performance of USPS applications.

Note: This position requires a Public Trust background investigation. This entails an in-depth background check & either US Citizenship or Permanent Resident (Green Card) status.

Primary Job Responsibilities Include

• Research and analyze various issues with services, data, and reports; document and present results
• Field incoming phone calls and respond to phone messages from customers
• Handle multiple email accounts and promptly respond to customers inquires with business writing skills
• Resolve application or service problems by clarifying the customer’s needs, determining cause of problem, selecting and explaining the best solution to solve the problem, expedite correction and follow up to ensure resolution
• Maintain updated knowledge of all company products and services in order to provide adequate education to customers
• Attend all required customer service-related meeting
• Support multiple applications with minimum supervision
• Act as liaison between programmers and end user or customer
• Test applications; compose test plans, document and present results
• Prepare documentation
• Cross-training as needed

This position requires the ability to work four days per week, onsite, at the USPS location in Memphis, TN.

Required Skills

• Must be U.S. Citizen or Green Card holder and must be able to obtain a Public Trust clearance.
• 4 years of experience in the information technology field.
• 6+ years of experience with Technical Customer Support
• Must possess excellent organizational skills
• Must possess excellent verbal and written communication skills
• Must possess excellent analysis skills
• Must be able to manage multiple tasks simultaneously
• Must be knowledgeable of Microsoft excel and Word

Desired Skills

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!

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