New

Customer Services Support Operator 2

Ampcus, Inc
remote work
United States, North Carolina, Cary
Sep 12, 2025
Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team. Job Title: Customer Services Support Operator 2 Location(s): Cary, NC About the Role We are seeking a Customer Service Coordinator to join our Customer Care Team. This role is a replacement for a contractor and requires someone with strong critical thinking, problem-solving, and communication skills-not a call center profile. You will engage with a diverse multinational audience, including global business lines, field engineers, education services, finance, and regulatory teams. The position is highly dynamic, requiring adaptability, empathy, and the ability to manage complex customer interactions without a script. Key Responsibilities: Own the end-to-end planning, allocation, and deployment of field resources to ensure consistent customer commitments. Manage customer communications end-to-end for all service events. Navigate complex discussions with customers when scheduling appointments and managing escalations. Apply critical thinking and prioritization logic to balance customer needs with field resource availability. Support service engineers and strategic partners with proactive coordination. Conduct capacity planning to address cyclical demand and optimize field utilization. Multi-task effectively in a fast-paced, ever-changing environment. Promote change management and an ownership culture while working cross-functionally. Required Skills & Experience: 2+ years in customer care or customer-facing coordination (not call center-based). Bachelor's degree (preferred) or equivalent experience. Strong critical thinking, active listening, and conflict resolution skills. Ability to communicate clearly and proficiently in English-both written and verbal. Demonstrated ability to handle difficult conversations with empathy and professionalism. Strong PC skills: MS Office (Excel, Word, PowerPoint, Outlook). Experience with SAP and dispatching systems preferred. Exposure to Magellan Genesis phone system a plus. Experience in medical devices or healthcare (preferred). Reliable internet connection for remote work. Additional Details: Training: Initial 6 weeks onsite in Cary, NC with classroom and shadowing, followed by remote work. Travel: No regular travel required; up to 15% annually for training & education. Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.