Customer 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 Support Operator

Location(s): Buffalo Grove, IL
(Hybrid: Tuesday & Wednesday onsite; currently fully remote during office renovation)

Job Summary
The Customer Services Support Operator is responsible for delivering a high-quality customer experience by handling inquiries via phone, email, and online chat. This role supports both internal and external customers, ensuring timely resolution of issues through effective communication, problem-solving, and collaboration across teams.

Key Responsibilities

• Prioritize and manage daily workload of customer inquiries, identifying urgency and responding accordingly.
• Handle customer interactions through phone, email, and live chat in a call center environment.
• Provide support related to HVAC, Building Automation, and Fire Safety products/services.
• Deliver long-term solutions through effective problem-solving and cross-functional collaboration.
• Manage Salesforce queues and mailboxes, ensuring prompt and professional responses.
• Perform SAP transactions including order entry, status updates, returns, credits, debits, and quotations.
• Support users on online catalog and ordering platforms.
• Research and resolve customer issues using available tools and resources.
• Escalate complex issues to appropriate teams following established procedures.
• Maintain accurate and detailed records of all customer interactions in CRM systems.
• Coordinate with third-party suppliers on order execution, returns, product inquiries, and status updates.
• Monitor and respond to real-time online chat requests.

Required Qualifications

• High School Diploma or GED.
• Minimum 2 years of customer support experience.
• Strong verbal and written communication skills in English.
• Proficiency in Microsoft Office applications.
• Ability to manage customer inquiries and escalations effectively.
• Demonstrated professionalism and strong customer service skills.
• Authorization to work in the U.S. without sponsorship.

Preferred Qualifications

• Associate's or Bachelor's degree in a related field.
• Experience with HVAC, Building Automation, or Fire Safety domains.
• Familiarity with SAP systems.
• Experience using Salesforce or similar CRM tools.

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.