Senior Customer Support Specialist IV (Onsite Memphis)

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

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.