Customer Services Support Operator

Job Title: Customer Services Support Operator

Location: Cary, NC (Remote)

(may require up to ~1 month of onsite training initially)

Employment: Temp (12 months)

Industry: Manufacturing

Compensation: $33.65/hr.

Schedule: 40 hours/week - 2 nd shift

About the Opportunity:

• You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.
• You 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 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.

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 chance to join a company that prioritizes both people and performance-where your contributions directly impact client success while giving you 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 a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes. We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.

Sound like a good fit?

TODAY. Email resume to: [email protected]

What You'll Do:

• Conducts technical or administrative, mainly pre-defined support activities for service operations and delivery.
• Processes incoming orders, inquiries or requests regarding products 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 or technical problems.
• Supports pre-or 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 a number of routines, and latitude is permitted to address topics with appropriate processes.
• Unexpected situations, however, typically needs technical assistance or authorization.
• Positions are expected to cope effectively with multiple choice situations in number of assigned processes and routines.
• Thinking is about ing or even adapting the "right" procedure to a process or an issue arising.
• Deliver full range service in a defined and focused technical or administrative area of work, while clear input / output relations and generic or work specific guidelines, procedures are given or available.
• Position operates major parts or full spectrum of dedicated specialized standard software packages.
• Incumbents may handle routine and non-complex practical enquiries and procedures from internal or external customers.
• Deliver a limited range of practical, technical, operative or clerical processes within an area of work.
• Position operates with 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 majority of request on the basis of given procedures.
• Outbound calls, operating with 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+ years of experience in medical device or healthcare.

What Sets You Apart:

• Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook).
• Knowledge of SAP.
• 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 needs processing and interpreting more complex, less clearly defined issues.
• Strong 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 in management, customer focus, and elevated levels of integrity, Self-starter, self-motivated, high level of initiative, embraces an ownership culture.
• Customer facing experience.
• Positions need basic level of theoretical and practical know-how, skills, in specialized processes, techniques and systems used in office environment.
• Knowledge of standardized work routines and methods, general facts and information is necessary, usually acquired through training on the job.
• Basic knowledge of principles, procedures, work routines and skills in the related field of work.
• 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.

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.