Customer Care Coordinator

Customer Care Coordinator

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

Role Overview

• Schedule: Primarily 3:00 PM12:00 AM, with one weekend day (Saturday or Sunday) and possible late-night coverage.
• Work environment: Fully remote after training; may require up to one month of onsite training.
• Industry: Medical device / healthcare service operations.
• Focus: Coordinating customer service requests, dispatching field engineers, troubleshooting basic issues, and ensuring service commitments are met.

Core Responsibilities

• Answer incoming calls from customers and field engineers.
• Serve as the first point of contact for service-related issues.
• Perform basic troubleshooting and first-level support.
• Coordinate engineer dispatch and service scheduling.
• Manage service orders, notifications, and customer communications.
• Escalate technical issues to specialized support teams.
• Track service activities and maintain accurate system records.
• Support software migrations and process improvements.

Key Skills Required

• Strong customer service and communication skills.
• Ability to multitask in a fast-paced environment.
• Critical thinking and problem-solving skills.
• Strong organizational and time-management abilities.
• Comfortable learning new software and business processes.
• Proficiency with Microsoft Office (Excel, Outlook, Word, PowerPoint).
• SAP knowledge is a plus but not required.
• Ability to work independently in a remote environment.

Preferred Background

• Customer support, service coordination, dispatch, help desk, technical support, operations support, or scheduling experience.
• Experience in healthcare, medical devices, field service, or technology support environments.
• Customer-facing experience is preferred.

Candidate fit: A strong candidate would typically have:

• 13 years of customer service, dispatch, technical support, healthcare operations, or service coordination experience.
• Experience handling multiple requests simultaneously.
• Strong phone communication skills.
• Comfort working evening/night shifts and weekends.
• Ability to learn technical systems quickly without needing deep engineering expertise.

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.