Customer Support Analyst

Customer Support Analyst

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.

Location(s): Cary, NC (Hybrid: 2 days per week onsite)

Position Overview: An established customer support team is expanding due to increased business volume and is seeking a Customer Support Analyst / Quotation Administrator. This role is focused on managing customer quote requests, generating quotations, coordinating with internal teams, and ensuring timely communication with customers. This is primarily an email-based customer support position rather than a call center environment.

Key Responsibilities:

• Review incoming service requests and determine quotation requirements.
• Prepare and send formal quotations to customers.
• Respond to customer questions and provide clarification on quotations.
• Follow up with customers to obtain purchase orders and approvals.
• Coordinate with internal dispatch and service teams.
• Monitor quotation activity from request through invoicing and collection.
• Maintain accurate documentation and records.
• Support process improvements and team efficiency initiatives.
• Assist with variance analysis as training progresses.

Required Qualifications:

• Associate degree or equivalent work experience.
• 2–5 years of experience in a customer service or customer relationship role.
• Experience working in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Excellent organizational, prioritization, and time management skills.
• Ability to manage multiple priorities while maintaining quality and meeting deadlines.
• Strong interpersonal and relationship-building skills.
• Professional problem-solving and conflict resolution abilities.
• Strong Microsoft Office skills, including Word, Excel, Outlook, and PowerPoint.
• Ability to learn quickly and adapt to changing business needs.

Preferred Qualifications:

• SAP experience (training will be provided if needed).
• Experience investigating and responding to customer requests professionally.
• Ability to anticipate customer needs and provide proactive solutions.
• Strong business acumen and analytical thinking.
• Collaborative team player with a customer-first mindset.

Key Performance Indicators (KPIs):

• Same-day turnaround for customer quote requests.
• Additional performance metrics may be introduced as the role evolves.

Interview Process:

1. Phone screening.
2. In-person interview in Cary, NC.

Work Schedule:

• Training: First 2 weeks onsite.
• After training: 2 days per week onsite (flexible).
• Monday–Friday, 8:00 AM – 5:00 PM.
• No travel required.

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.