Customer Services Support Operator 4

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 4

Location(s): Cary, NC
(Remote / Hybrid as needed)

Core Profile

• Experience in customer coordination, dispatch, scheduling, or service operations (not high-volume scripted call handling).
• Demonstrated ability to own end-to-end service events (planning, communication, execution).
• Strong decision-making authority experience (not just task execution).
• Comfortable working with field teams, engineers, and cross-functional stakeholders.

Must-Have Competencies (Strict Filters)

• Critical thinking: prioritizing tasks, resolving scheduling conflicts, adapting to changing demands.
• Active listening and communication: clear, professional, unscripted interactions.
• Conflict resolution: handling escalations, negotiating schedules, managing dissatisfied customers.
• Empathy and customer-centric mindset: understanding urgency and customer impact.
• Multitasking in dynamic environments: managing multiple service events simultaneously.

Technical / Tools Expectations

• Strong working knowledge of Excel (intermediate level minimum).
• SAP preferred.
• Experience with dispatching or ticketing systems (Magellan Genesis is a plus).
• Comfortable with remote systems, scheduling tools, and communication platforms.

Red Flags (Do NOT Submit)

• Pure call center agents (script-based, high-volume inbound/outbound calls).
• Resumes lacking ownership of decisions or coordination responsibilities.
• Candidates who cannot articulate their work clearly (poorly written resumes).
• No evidence of conflict handling, independent thinking, or stakeholder coordination.

Role Reality (Set Expectations with Candidates)

• 6 weeks onsite training in Cary, NC is mandatory.
• Post-training remote/hybrid flexibility.
• Shift requirements:
  • 2nd shift: 3 PM - 12 AM (ET)
  • OR 3rd shift: 10 PM - 8 AM (ET)
  • Weekend rotation required
• Fast-paced, non-repetitive work environment
• Requires strong internet and dedicated workspace.

Ideal Backgrounds

• Field service coordination or dispatch.
• Healthcare operations or medical device support.
• Logistics, scheduling, or workforce planning.
• Technical customer support (non-scripted, case-based).