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Ampcus Inc · 3 weeks ago

Customer Services Support Operator 4

Cary, NC

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. They are seeking a Customer Services Support Operator 4 to manage field service resources and ensure effective customer communication. The role involves critical thinking, conflict resolution, and collaboration with various stakeholders.

Data ManagementInformation Technology

Responsibilities

Own end-to-end (E2E) planning and deployment of field service resources

Act as the decision-maker for field resource allocation

Manage capacity planning to meet fluctuating and cyclical demand

Own E2E customer communications for all service events

Navigate complex and sometimes difficult scheduling discussions with customers

Apply prioritization logic aligned to customer commitments and business needs

Reprioritize resources in real time in a highly dynamic environment

Collaborate closely with: Field Service Engineers, Field Management, Strategic Partners, Global business stakeholders (Finance, Regulatory, Quality, Education Services, etc.)

Support change initiatives and process improvements

Qualification

Critical ThinkingClear CommunicationConflict ResolutionExcel proficiencyDispatch ExperienceMulti-taskingSAPMagellan GenesisGeneral PC SkillsActive ListeningEmpathy & Customer Focus

Required

Critical Thinking – ability to assess tradeoffs and make independent decisions

Active Listening – understanding customer needs beyond surface requests

Clear, Professional English Communication (verbal and written)

Conflict Resolution – ability to de-escalate and manage difficult conversations

Empathy & Customer Focus – without relying on scripts

Multi-tasking in a fast-paced, constantly changing environment

Excel proficiency (required)

Reliable home internet required

Preferred

2+ years of customer-facing experience (service coordination, dispatch, operations support preferred)

Dispatch, service coordination, or field operations experience strongly preferred

Bachelor's degree preferred (or equivalent experience)

Experience supporting service engineers or technical field teams

Healthcare or medical device industry exposure is a plus

Experience working with multinational or cross-functional stakeholders

Company

Ampcus Inc

Ampcus is a global business, technology consulting and an staff augmentation firm specializing in AI/ML,digital solutions, Cybersecurity & Risk management, Testing, Forensics & Fraud services and human capital management.

Founded in 2004

Chantilly, Virginia, USA

1001-5000 employees