Support Facilitator at InterSystems

Profile Summary

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

Key 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
• Develop and maintain a set of Standard Operating Procedures for responding to common and/or repeatable inquiries
• Timely notification to the Incident Manager of any issue that may impede immediate response or customer satisfaction
• Liaising with other departments in order to ensure appropriate activity on iService activity
• Assist the Incident Manager with the monitoring, management and processing of iService queues
• Provide regular reports to management and customers as requested
• Acquire new skills by assuming additional responsibilities as requested.
• Additional responsibilities as determined by management.

Skills and Experience

• IT or health-based degree or 2 years related experience
• Friendly and professional verbal and written communication skills demonstrated by prior customer service experience
• Good organisation skills with demonstrable attention to detail

Education and Training

• IT or health-based degree or 2 years’ related experience

InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.