Customer Support Specialist III

ECS Federal LLC

Fairfax, VA
21 days ago

$20.75 Per Hour

Highlights

ECS is seeking a Customer Support Specialist III who will receive, track and review all related documents for customer acquisition process. This position will perform and have the following duties, roles, and / or responsibilities: Respond to customer issues via phone and email.

Numbers & Facts

Location	Fairfax, VA
Industry	Staffing/Employment Agencies
Company Size	50 to 99 employees
Year Founded	2000
Website	http://www.ecs-federal.com/

Description

ECS is seeking a Customer Support Specialist III to work in Memphis, TN/Remote.

This role will require onsite training and occasional onsite meetings.

ECS is seeking a Customer Support Specialist III who will receive, track and review all related documents for customer acquisition process. Verify completeness and accuracy of customer information to determine eligibility for program.

This position will perform and have the following duties, roles, and / or responsibilities:

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 ticketing applications.
Work independently and with team to resolve issues which are not defined in process flows.
Assist customers in resolving any and all deficiencies. Assist with developing some Standard Operating Procedure documentation.
Adapt quickly to rapidly changing priorities and requirements and multitask as needed
Assist in developing less experienced staff when appropriate.
Competent and dependable.
Other duties as needed.

The support we provide the client is 24x7x365, which includes nights, weekends, and holidays, across 3 daily shifts.

Salary Range: $20.75/hr.

General Description of Benefits

About Company

ECS was founded in 2001 by experienced IT professionals with a commitment to quality processes, people and performance. Led by our Chairman, Roy Kapani, and an experienced executive leadership team, ECS provides our customers with solutions and services that support their critical needs and further mission objectives. This commitment has paved the way for expansive growth, year over year.

ECS gained market share in 2011 in the Department of Defense and Federal spaces through both organic and acquisition growth. In May, ECS completed its first strategic acquisition with the purchase of OAK Management, Inc., a leading provider of marine environmental services, ship systems engineering, maritime consulting and platform acquisition management. The OAK acquisition kicked off ECS’ intention to add tactical acquisitions as a part of its long term strategy to supplement and expand upon organic growth and to build enterprise value. ECS closed out 2011 with the acquisition of Paradigm Technologies, Inc. The Paradigm transaction added approximately 200 employees to ECS’ existing 900+ employees. Paradigm also added new Defense clients for ECS, including the Missile Defense Agency, the Navy’s Program Executive Officer for Integrated Warfare Systems, the United States Marine Corps, and the U.S. Marshals Service.

In 2012, ECS completed the acquisition of iLuMinA Solutions, Inc. iLuMinA brings large-scale Enterprise Resource Planning (ERP) software implementation and infrastructure design and development to ECS’ expanding capabilities.

ECS will continue to invest in corporate infrastructure and quality processes as we grow and enhance our ability to offer professional excellence to both our customers and our employees.