Customer Support Specialist IV

ECS is seeking a Customer Support Specialist IV to work in our Memphis, TN office and Remotely. This position will perform and have the following duties, roles, and / or responsibilities: Receive, track and review all related documents for customer acquisition process. Verify completeness and accuracy of customer information to determine eligibility for program. Respond to customer issues via phone and email. Provide technical support to computer users with varying degrees of experience. Responsible for researching and resolving complicated complaints to ensure customer retention and satisfaction. Follow established processes for customer acquisition, account creation and maintenance. Assist in project metrics reporting. Familiarity working with file structures, databases and proficiency with incident reporting tools such as Remedy and Service Now a plus. Works independently and with team to resolve complicated issues which are not defined in process flows. Develop some Standard Operating Procedure documentation. Adapt quickly to rapidly changing priorities and requirements. Other duties as needed. Position offers remote flexibility US Citizen or Green card holder and must be able to obtain a Public Trust Clearance. Minimum of 6 years' experience in the field or in a related area Proficient with Microsoft Office applications Strong interpersonal and professional oral and written communication skills required.