Note: The job is a remote job and is open to candidates in USA. ECS is seeking a Customer Support Specialist III to support customer acquisition and end-user support operations. The role receives and reviews customer documentation, verifies eligibility information, provides technical assistance, researches and resolves issues, documents solutions, and supports customers across 24x7x365 coverage.
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
Skills
- This role will require onsite training and occasional onsite meetings
- Familiarity working with file structures, databases, and ticketing applications
- Work independently and with team to resolve issues which are not defined in process flows
- Adapt quickly to rapidly changing priorities and requirements and multitask as needed
- Competent and dependable
- The support we provide the client is 24x7x365, which includes nights, weekends, and holidays, across 3 daily shifts
Company Overview