Customer Support Specialist IV

ECS is seeking a Customer Support Specialist (up to level IV) to join our US Postal Service, Licensing and Certification group (which supports the USPS's CASS/MASS platforms) 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

Note:  This position has a hybrid work schedule, requiring the ability to work onsite two days per week at the USPS location in Memphis, TN.

Qualifications

• 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

Desired Skills

ECS Federal LLC is an equal opportunity employer and does not discriminate or allow discrimination on the basis any characteristic protected by law. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local jurisdiction law.

Everforth ECS is the federal segment of Everforth, a $4B global organization with over 10,000 employees. Our nearly 3,500 professionals deliver advanced technology solutions in data and AI, cybersecurity, and enterprise transformation, serving defense, intelligence, and federal civilian agencies.
Our work powers mission-critical outcomes, strengthens technology partnerships, and creates meaningful opportunities for our people. We are defined by a commitment to excellence in delivery, a culture of innovation, and an environment where talent can thrive and grow.
We value:

• Attracting and developing top talent and high-performing teams
• Fostering a culture that is engaging, accountable, and mission-driven

Meet the challenge. Make a difference with Everforth ECS!

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