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.

Job Title: Customer Care Coordinator

Location(s): Cary, NC
(Remote)

Job Summary
We are seeking a Customer Care Coordinator to support after-hours service operations in a fast-paced healthcare technology environment. This role is responsible for coordinating customer service activities, managing field resource deployment, and ensuring customer commitments are met through effective planning, communication, and problem-solving.

The ideal candidate is highly organized, customer-focused, and thrives in a dynamic environment while managing multiple priorities.

Key Responsibilities

• Coordinate end-to-end scheduling and deployment of field service resources.
• Manage customer communications throughout the service lifecycle.
• Schedule service appointments and handle complex customer interactions.
• Prioritize service requests to meet customer commitments and service-level expectations.
• Coordinate with field managers, service engineers, and technicians to optimize resource utilization.
• Monitor capacity planning and adjust schedules to accommodate changing business demands.
• Answer and manage customer and field engineer phone calls in a service support environment.
• Troubleshoot basic system or application issues and provide first-level user support.
• Escalate technical issues to qualified Service Engineers or Service Technicians.
• Process customer orders, inquiries, and service requests.
• Maintain accurate customer information within company systems.
• Assist with equipment ordering and service-related notifications.
• Support software platform transitions and complete required training.
• Work collaboratively with sales teams and customers to resolve commercial and technical issues.
• Participate in resolving customer service and operational issues.

Required Qualifications

• Bachelor's degree or equivalent work experience.
• Strong proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Excellent verbal and written communication skills.
• Strong organizational, time management, and multitasking abilities.
• Demonstrated critical thinking and problem-solving skills.
• Ability to work independently with minimal supervision.
• Strong attention to detail.
• Self-motivated with a high level of initiative and ownership.
• Ability to adapt to changing priorities in a fast-paced environment.
• Customer-focused mindset with excellent interpersonal skills.

Preferred Qualifications

• Experience in customer-facing support roles.
• Knowledge of SAP is preferred but not required.
• Experience in medical device or healthcare environments.
• Experience supporting service operations or field service organizations.
• Familiarity with dispatching, scheduling, or service coordination.

Experience

• Approximately 1-3 years of relevant customer service, service coordination, dispatch, or administrative support experience.
• Vocational or technical training combined with relevant work experience is also considered.

Work Environment

• Fully remote position.
• Initial onsite training (up to approximately one month) may be required.
• Company laptop provided.
• Must be comfortable working evening shifts and one weekend day.
• Fast-paced environment requiring strong multitasking and prioritization skills.

Ideal Candidate
This opportunity is ideal for someone who enjoys solving problems, coordinating multiple activities simultaneously, communicating with customers and technical teams, and delivering exceptional service during non-traditional working hours. The successful candidate will be adaptable, dependable, and comfortable working in a dynamic remote support environment.

Shift:

• 2nd Shift: 3:00 PM - 12:00 AM.
• One weekend day required (Saturday or Sunday).
• Flexibility to support alternate schedules, including occasional late-night/3rd shift coverage.

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.