Call Center Customer Service Professional - IV

Ampcus Inc. • Cary, NC

3h • Onsite

About The Position

We are seeking an experienced and dedicated Customer Support Specialist to join our fast-paced, 24/7/365 service operations team. In this role, you will serve as the critical bridge between our technology and our customers, utilizing your extensive experience to diagnose technical issues, educate users, and ensure swift, accurate resolutions.

Requirements

• 7 to 10 years of proven experience in technical support, customer service, or a related service desk environment.
• Must be a US Citizen eligible to obtain and maintain a Public Trust clearance.

Nice To Haves

• Previous Telecommunication service experience

Responsibilities

• Serve as the primary point of contact for incoming customer service calls, conducting thorough initial diagnostics and executing necessary actions to correct technical problems.
• Proactively initiate outbound communications to internal teams and external customers to expedite task completion, resolve complex issues, and educate users on established systems and processes.
• Enlist management personnel, specialized support teams, or external repair organizations as necessary to facilitate rapid trouble resolution and minimize downtime.
• Maintain continuous, clear communication with customers, providing timely updates on ticket status, expected resolution times, and final outcomes to ensure a high level of customer satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed