Customer Support Specialist IV

ECS Tech Inc•Memphis, TN

4d•Onsite

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 delivering high-quality support to USPS customers, researching and resolving complex 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. A Public Trust background investigation is required, and candidates must be U.S. citizens or permanent residents (Green Card holders) and able to obtain the clearance.

Requirements

Must be a U.S. citizen or Green Card holder and able to obtain a Public Trust clearance.
Four years of experience in the information technology field.
Six or more years of experience in technical customer support.
Excellent organizational skills.
Excellent verbal and written communication skills.
Excellent analytical skills.
Ability to manage multiple tasks simultaneously.
Knowledge of Microsoft Excel and Word.

Responsibilities

Research and analyze issues involving services, data, and reports; document and present results.
Answer incoming customer 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.