Customer Support Specialist IV

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.

• 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