Senior Technical Support Specialist - Remote

ECS; Memphis (TN); Hybrid; USD 24,000 - 34,000; Full time

Job summary

ECS is seeking a Customer Support Specialist III to join our Memphis, TN/Remote team. The role requires onsite training and occasional onsite meetings, with responsibilities including handling customer inquiries, troubleshooting, and ensuring a smooth acquisition process.

Qualified candidates will have US citizenship, a high school diploma or equivalent, and at least six years of related experience. The position offers 24x7 support across three shifts and a salary of $20.75 per hour.

Qualifications

• US citizenship and ability to obtain a Public Trust Clearance.
• High school diploma or equivalent with 6 years’ experience in the field or 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.
• Ability to adapt to rapidly changing requirements.

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 established processes for customer acquisition, account creation and maintenance.
• Perform and research customer issues, configurations and provide a full problem analysis, 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.

Skills

US Citizenship

Public Trust Clearance

Independent from home

Strong communication

Adaptable to changing requirements

Education

High school diploma or equivalent

6 years experience in field or related area

Tools

MS Excel

MS Access

ServiceNow

PostalOne!

eDOC files

Job description

ECS is seeking a Customer Support Specialist III to join our Memphis, TN/Remote team. The role requires onsite training and occasional onsite meetings, with responsibilities including handling customer inquiries, troubleshooting, and ensuring a smooth acquisition process.

Qualified candidates will have US citizenship, a high school diploma or equivalent, and at least six years of related experience. The position offers 24x7 support across three shifts and a salary of $20.75 per hour.