Support Facilitator

2 weeks ago

Sydney, New South Wales, Australia Intersystems Full time

**Job Summary**

Ensure customer satisfaction by triaging support requests, facilitating rapid responses, ensuring requests contain sufficient detail and managing the support queue and backlog.

**Responsibilities**
- Provide immediate response to customer support inquiries via phone or iService (the TrakCare ticketing system)
- Ensure iService tickets contain sufficient information and detail for second line support to work with, according to the minimum datasets laid out
- Where possible, provide immediate resolution to support inquiries. Alternatively, triage the inquiry and determine the best person to pass it to
- Assist level 2 support staff and the Support Manager with the monitoring, maintenance, administration and processing of support queues and tickets
- Develop and maintain a set of Standard Operating Procedures for responding to common and/or repeatable inquiries
- Timely notification to the Support Manager of any issue that may impede immediate response or customer satisfaction
- Provide regular reports to management and customers as requested
- Acquire new skills by assuming additional responsibilities as requested.
- Additional responsibilities as determined by management.

**Experience & Qualifications**
- Friendly and professional verbal and written communication skills demonstrated by prior customer service experience
- Good organizational skills with demonstrable attention to detail
- 1-2 years related experience

**Education and Training**
- IT or health-based degree or 2 years' related experience

**About InterSystems**:

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