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.
Preferred 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
Skills Required
- U.S. citizenship or Green Card status
- Ability to obtain a Public Trust clearance
- Four years of experience in the information technology field
- Six or more years of technical customer support experience
- Excellent organizational skills
- Excellent verbal and written communication skills
- Excellent analytical skills
- Ability to manage multiple tasks simultaneously
- Knowledge of Microsoft Excel and Microsoft Word
ECS Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ECS and has not been reviewed or approved by ECS.
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Healthcare Strength — ECS advertises multiple national-network medical plan options with HSA eligibility alongside dental and vision coverage. Coverage generally begins quickly and is paired with company-paid short- and long-term disability, adding stability to the health package.
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Retirement Support — A 401(k) with Safe Harbor and immediate vesting on employer contributions is emphasized, with an employer match available. Access to an employee stock purchase plan via the parent company provides an additional savings avenue.
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Parental & Family Support — Paid parental leave up to 30 days, adoption assistance, and other family-oriented leaves are highlighted. Feedback suggests these offerings add meaningful value beyond base pay for many roles.
ECS Insights
What We Do
ECS, a segment of ASGN (NYSE: ASGN), delivers advanced solutions and services in cloud, cybersecurity, artificial intelligence (AI), machine learning (ML), application and IT modernization, and science and engineering. The company solves critical, complex challenges for customers across the U.S. public sector, defense, intelligence and commercial industries. ECS maintains partnerships with leading cloud, cybersecurity, and AI/ML providers and holds specialized certifications in their technologies. Headquartered in Fairfax, Virginia, ECS has more than 3,400 employees throughout the U.S. and has been recognized as a Top Workplace by The Washington Post for the last five years.
