Customer Services Support Operator

CONFLUX SYSTEMS; Cary (NC); Remote; USD 30,000 - 47,000; Part time

Job summary

Conflux Systems is seeking a Customer Services Support Operator to handle inquiries from customers and engineers, coordinating service activities for imaging and MRI operations.

The role focuses on 2nd shift (3:00 PM–12:00 AM) with potential for alternate schedules and weekend coverage. Remote work from Cary, NC or onsite support is possible as needed.

Qualifications

• Bachelor’s degree or equivalent experience.
• Experience in medical device or healthcare.
• Strong communication skills, both verbal and written.
• Ability to manage complex projects and determine critical path.

Responsibilities

• Handle customer and engineer inquiries and coordinate service activities.
• Own end-to-end planning for field resource deployment.
• Coordinate service by routing calls to technical support and dispatching engineers.
• Provide 1st level user support remotely or onsite.
• Assist with order management and notifications related to system issues.
• Support transition to new software platforms and related training.
• Communicate with customers to schedule appointments and manage commitments.
• Collaborate with sales and clients to resolve issues.

Skills

Communication

Project management

Attention to detail

Change management

Self-motivation

Ownership culture

Customer-facing

Education

Bachelor’s degree or equivalent experience

Tools

SAP

Microsoft Office

Job description

Here are the job details for your review:

Job Title: Customer Services Support Operator

Location: REMOTE - Cary North Carolina 27511

Duration: 5 months

Schedule: 3:00PM - 12:00AM with a weekend day either Saturday or Sunday

Description/Position Summary:

• This remote position supports Company's 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).
• 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
• 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.
• 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.

Minimum Qualifications:

• Bachelor’s degree or equivalent experience.
• Experience in medical device or healthcare.
• Strong 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.
• The 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 integrity
• Self-starter, self-motivated, high level of initiative, embraces an ownership culture.
• Customer facing experience is preferred

Education:

• Bachelor’s degree or equivalent experience.