<p>ECS is seeking a Customer Support Specialist IV to work in our Memphis, TN office.</p> <ul> <li>Respond to customer issues via phone and email. </li><li>Provide technical support to computer users with varying degrees of experience. </li><li>Responsible for researching and resolving complaints to ensure customer retention and satisfaction. Follow established processes for customer acquisition, account creation and maintenance. </li><li>Perform and research customer issues, configurations and provide a full problem analysis, documentation, escalation and resolution. </li><li>Familiarity working with file structures, databases and proficiency with ServiceNow a plus. </li><li>Works independently and with team to resolve issues which are not defined in process flows. </li><li>Assist customers in resolving any and all deficiencies. Develop some Standard Operating Procedure documentation. </li><li>Maintain, manage and execute daily activities including, test file creation, test file evaluation. </li><li>Receive, track, and review all related documents and procedures in the eVS process, including serving as subject matter expert in the File testing phase. </li><li>Adapt quickly to rapidly changing priorities and requirements. </li><li>Assist in developing less experienced staff when appropriate. </li><li>Other duties as needed. </li><li>Requires a high school diploma or equivalent and 6 years' experience in the field or in a related area. </li><li>Ability to work independently with very limited supervision on complicated tasks required. </li><li>Strong interpersonal and professional oral and written communication skills required. Wide degree of creativity and latitude is expected. </li><li>Ability to adapt to rapidly changing requirements. </li><li>Experience developing and implementing automated or streamlined solutions. </li><li>Must be able to obtain and maintain a public trust clearance </li></ul>