Customer Support Specialist IV

ECS Federal•Memphis, TN

4d•Hybrid

About The Position

ECS is seeking a Customer Support Specialist, up to level IV, to join its US Postal Service Address Change Service (ACS) support team in Memphis, Tennessee. The role focuses on providing high-quality customer support to USPS customers, researching and resolving in-depth disputes, issues, and complaints, and ensuring the proper functionality and quality performance of USPS applications. The position requires working onsite at the USPS location in Memphis four days per week. The employee must be a U.S. citizen or permanent resident (Green Card holder) and be able to obtain a Public Trust clearance, which entails an in-depth background investigation.

Requirements

Four years of experience in the information technology field.
Six or more years of experience in technical customer support.
Must be a U.S. citizen or Green Card holder and able to obtain a Public Trust clearance.
Excellent organizational skills.
Excellent verbal and written communication skills.
Excellent analysis skills.
Ability to manage multiple tasks simultaneously.
Knowledge of Microsoft Excel and Word.
Ability to work onsite at the USPS location in Memphis four days per week.

Responsibilities

Research and analyze issues involving services, data, and reports; document and present results.
Answer incoming customer phone calls and respond to phone messages.
Manage multiple email accounts and promptly respond to customer inquiries using business writing skills.
Resolve application or service problems by clarifying customer needs, identifying causes, selecting and explaining solutions, expediting corrections, and following up to ensure resolution.
Maintain current knowledge of company products and services to educate customers.
Attend required customer service-related meetings.
Support multiple applications with minimal supervision.
Act as a liaison between programmers and end users or customers.
Test applications; compose test plans and document and present results.
Prepare documentation.
Cross-train as needed.