Overview
Customer Services Support Operator Jobs in Cary, NC at CONFLUX SYSTEMS
Title: Customer Services Support Operator
Company: CONFLUX SYSTEMS
Location: Cary, NC
Here are the job details for your review:
Job Title: Customer Services Support Operator
Location: REMOTE
Duration: 12 months
Shift Hours: 2nd shift hours (3:00 PM–12:00 AM)
Description/Position Summary:
- This remote position supports Imaging and MRI operations by handling customer and engineer-related inquiries and coordinating service activities.
- The role primarily covers 2nd shift hours (3:00 PM–12:00 AM), with some flexibility for alternate schedules (including late-night/3rd shift coverage and one weekend day).
- You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.
- You apply critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.
- You own customer communications E2E for all service events.
- You navigate complex discussions with customers when scheduling appointments.
- You manage and apply prioritization logic that aligns with customer commitments.
- You own the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills.
- 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/or administrative, mainly pre-defined support activities for service operations and delivery.
- Processes incoming orders, inquiries and/or requests regarding products and/or services.
- Performs order management for assigned customers, manages and files clients' information in the information system.
- Supports customer 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/or technical problems.
- Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions.
- 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
Experience:
Required Skills & Experience
- A bachelor's degree or equivalent experience.
- Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook)
- Knowledge of SAP is preferred but not required
- Strong 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 requires processing and interpreting more complex, less clearly defined issues
- Strong organizational and time management skills with exceptional attention to detail is required
- The candidate should be able to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrit
- Self-starter, self-motivated, high level of initiative, embraces an ownership culture.
- Customer facing experience is preferred
- Experience in medical device or healthcare.
- Strong 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
Education:
A bachelor's degree or equivalent experience.
