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Hybrid Customer Support Specialist IV bei ECS

ECS · Memphis, Vereinigte Staaten Von Amerika · Hybrid

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ECS is seeking a Customer Support Specialist IV to work in our Memphis, TN office.

 

  • Respond to customer issues via phone and email.
  • Provide technical support to computer users with varying degrees of experience.
  • Responsible for researching and resolving 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, documentation, escalation and resolution.
  • Familiarity working with file structures, databases and proficiency with ServiceNow a plus.
  • Works independently and with team to resolve issues which are not defined in process flows.
  • Assist customers in resolving any and all deficiencies. Develop some Standard Operating Procedure documentation.
  • Maintain, manage and execute daily activities including, test file creation, test file evaluation.
  • Receive, track, and review all related documents and procedures in the eVS process, including serving as subject matter expert in the File testing phase.
  • Adapt quickly to rapidly changing priorities and requirements.
  • Assist in developing less experienced staff when appropriate.
  • Other duties as needed.
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