Customer Services Support Operator

Job Title: Customer Services Support Operator

Location: Cary, NC

Employment Type: Contract (12 months)

Industry: Manufacturing

Compensation: $33.65 /hr.

Schedule: 40 hrs/Week. - (2 nd shifts)

About the Opportunity:

• You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.
• To ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.
• You own customer communications E2E for all service events.

Why You'll Love Working Here:

• Supportive, team-driven culture that values collaboration, transparency, and accountability.
• Opportunity to grow your career with a global workforce solutions leader serving multiple industries.
• People-first environment that encourages employees to bring their authentic selves to work.
• Strong focus on partnership, innovation, and delivering meaningful results for clients and candidates.

Why This Opportunity is Exciting:

This role offers the opportunity to join a company that prioritizes both people and performance-where your contributions directly impact client success while providing you with room to grow and develop professionally.

About Acara Solutions

Acara is a premier recruiting and workforce solutions provider- we help companies compete for talent. With experience across industries worldwide, we partner with clients, listen to their needs, and design talent solutions that deliver the business outcomes they want. We draw on decades of experience to provide contingent staffing, direct placement, executive search, and workforce services worldwide.

Sound like a good fit?

TODAY

What You'll Do:

• You navigate complex discussions with customers when scheduling appointments.
• You manage and prioritization logic that aligns with customer commitments.
• You own the deployment of field resources, are the decision-maker, and coordinate with field management.
• You manage capacity planning to meet cyclical demand, ensuring delivery of customer commitments.
• You utilize problem-solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.
• Conducts technical and administrative, mainly pre-defined support activities for service operations and delivery.
• Processes incoming orders, inquiries, and requests regarding products and services.
• Performs order management for assigned customers, manages and files clients' information in the information system.
• Supports customers remotely and onsite and provides 1st level user support in case of arising issues.
• Drives complex issues and questions to respectively qualified Service Technicians or Service Engineers.
• Cooperates with clients and sales representatives to clarify orders and issues.
• Participates in investigating and resolving commercial and technical problems.
• Supports pre- and post-sales technical product advice for development, implementation and operation of customer solutions.
• Selects from among clear choices based upon defined procedures and practices, to address changing work situations appropriately.
• Thinking and portfolio of acting options cover several routines, and latitude is permitted to address topics with appropriate processes.
• Unexpected situations, however, typically need technical assistance or authorization.
• Positions are expected to cope effectively with multiple choice situations in several assigned processes and routines.
• Thinking is about ing, or even adapting, the "right" procedure to a process or an issue that arises.
• Deliver full range service in a defined and focused technical or administrative area of work.
• In contrast, clear input/output relations and generic and work-specific guidelines and procedures are given or available.
• Position operates major parts or full spectrum of dedicated specialized standard software packages.
• Incumbents handle routine and non-complex practical enquiries and procedures from internal or external customers.
• Deliver a limited range of practical, technical, operative and clerical processes within an area of work.
• Position operates with a dedicated, limited range of user interfaces or functionalities in standardized software programs, strictly related to their specific processes.
• Customer Services functions gather and file information gained in routine customer contact calls.
• Handling inbound calls, in basic 1st level support situations, while handling the majority of requests based on given procedures.
• Outbound calls, operating with a given frame of structured information requested.
• Answer and manage customer and engineer phone calls (non-call center environment).
• Troubleshoot system or application issues and provide basic support.
• Coordinate service by transferring calls to technical support and dispatching engineers.
• Assist with ordering equipment and managing notifications related to system issues.
• Support transition to new software platforms and complete associated training.

Job Requirements

What You'll Bring:

• Bachelor's Degree.
• 1+ year of experience in medical device or healthcare.

What Sets You Apart:

• You critical thinking skills.
• God influencing & collaborative skills.
• Positions need a basic level of theoretical and practical know-how, skills, and typically some level of related years of experience in specialized processes, techniques, and systems used in an office environment.
• Knowledge of standardized work routines and methods, general facts and information is necessary, usually acquired through training on the job.
• Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook).
• Knowledge of SAP.
• Good communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences.
• Ability to support complex projects and determine the critical path to improve timely performance is essential
• The candidate should be able to independently perform important areas of standard professional-level work that typically needs processing and interpreting more complex, less clearly defined issues.
• Good organizational and time management skills with exceptional attention to detail.
• The candidate should be able to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity.
• Self-starter, self-motivated, high level of initiative, embraces an ownership culture.
• Customer-facing experience.
• Basic knowledge and experience of principles, procedures, work routines, and skills in the related field of work.
• Good multitasking, critical thinking, and problem-solving abilities.
• Ability to quickly learn new systems and processes.
• Excellent communication skills.
• Reliable and adaptable, especially for after-hours scheduling.

Additional Information:

• Upon offer of employment, the individual will be subject to a background check.

After you , you may receive a call or message from our AI Talent Scout about this role or other opportunities that match your skills and preferences. AI agent role is to help speed up your hiring process by answering questions, confirming basic information, and identifying whether there's a mutual fit.

The call or chat may be recorded so that our recruiting team can review it - they make all final hiring decisions, while AI agent simply helps move you forward faster. The best part? They are available 24/7, so you can connect whenever it's convenient for you.

Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.

Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.