Customer Services Support Operator

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 Services Support Operator

Location(s): Irving, TX


Position Description

• 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 customers remotely and onsite, and provides 1st level user support in case of arising issues.
• Drives complex issues and questions to appropriately 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.

Impact

In Administration / Customer Services:

• Selects from among clear choices based upon defined procedures and practices to address changing work situations appropriately.
• Thinking and portfolio of acting options cover a number of routines, and latitude is permitted to address topics with appropriate processes.
• Unexpected situations typically require technical assistance or authorization.
• Positions are expected to cope effectively with multiple-choice situations across assigned processes and routines.
• Thinking involves applying or adapting the appropriate procedure to a process or issue arising.

Key Responsibilities

• Deliver a full range of service in a defined and focused technical or administrative area of work, while clear input/output relations and generic and/or work-specific guidelines and procedures are provided or available.
• Apply basic theoretical and practical know-how, skills, and relevant experience in specialized processes, techniques, and systems used in an office environment.
• Operate major parts or the full spectrum of dedicated specialized standard software packages.
• Handle routine and non-complex practical inquiries and procedures from internal or external customers.
• Deliver a limited range of practical, technical, operative, and/or clerical processes within an area of work.
• Apply standardized work routines and methods, general facts, and information acquired through on-the-job training.
• Operate dedicated, limited-range user interfaces or functionalities in standardized software programs, strictly related to specific processes.
• Gather and file information obtained through routine customer contact calls.

Customer Services

Higher Level:

• Handle inbound calls and provide basic 1st level support while handling the majority of requests based on established procedures.

Lower Level:

• Make outbound calls and operate within a structured framework of required information.

Experience

• 2-year vocational training plus up to 1 year of relevant experience.

Knowledge

• Basic knowledge and experience of principles, procedures, work routines, and skills in the related field of work, gained through a structured and focused two-year vocational training period.

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.