Call Center Customer Service Professional - IV

Job Title: Call Center Customer Service Professional - IV
Job Location: Cary, NC

Shifts and Hours:

• Day Shift: 7:30 AM - 3:30 PM
• Swing Shift: 3:30 PM - 12:00 AM
• Midnight Shift: 12:00 AM - 8:00 AM

Role Overview:

We are seeking an experienced and dedicated Customer Support Specialist to join our fast-paced, 24/7/365 service operations team. In this role, you will serve as the critical bridge between our technology and our customers, utilizing your extensive experience to diagnose technical issues, educate users, and ensure swift, accurate resolutions.

Key Responsibilities:

• Inbound Diagnostics & Troubleshooting: Serve as the primary point of contact for incoming customer service calls, conducting thorough initial diagnostics and executing necessary actions to correct technical problems.
• Outbound Resolution & Education: Proactively initiate outbound communications to internal teams and external customers to expedite task completion, resolve complex issues, and educate users on established systems and processes.
• Strategic Escalation: Enlist management personnel, specialized support teams, or external repair organizations as necessary to facilitate rapid trouble resolution and minimize downtime.
• Customer Communication: Maintain continuous, clear communication with customers, providing timely updates on ticket status, expected resolution times, and final outcomes to ensure a high level of customer satisfaction.

Qualifications & Requirements:

• Experience: 7 to 10 years of proven experience in technical support, customer service, or a related service desk environment.
• Clearance: Must be a US Citizen eligible to obtain and maintain a Public Trust clearance.
• Preferred Background: Candidates with previous Telecommunication service experience are highly preferred and will stand out in the application process.
• Schedule & Shift Information: Our operations run 24/7/365. To support this, we operate on three primary shifts.
• Please Note: All new hires will begin on the Day Shift for comprehensive training purposes and may be reassigned to other shifts based on business needs post-training.

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.