Job Summary:

The Support Facilitator ensures customer satisfaction by facilitating, primarily by phone, customer requests for technical assistance and other support related services.

 

Job Responsibilities:

Achieve at least 75% immediate response to customer inquiries in accordance with service standards. Ensure that accurate customer information and call tracking details are recorded in the Worldwide Response Center Database.       Provide timely notification to Support Managers of any issue that may impede prompt service or customer satisfaction. Help balance daily distribution of incoming support inquiries. Ensure customer satisfaction by using good judgment if current Policies and Procedures introduce a conflict with the customer; subsequently, escalate to management. Acquire new skills by assuming additional responsibilities as requested. Additional responsibilities as determined by management.

 

Job Requirements:

Minimum of Associates Degree; Bachelors Degree preferred Excellent verbal communication and interpersonal skills appropriate for a customer service position Excellent multi-tasking skill Previous Customer Service experience a plus Good written communication skills Multi-lingual skills a plus (Spanish, English, Portuguese) Willingness to work in shifts (on a rotative basis) to maintain 24 x 7 coverage of Support Hotline

 

 

 

 

About InterSystems

Established in 1978, InterSystems provides innovative data solutions for organizations with critical information needs in the healthcare, finance, and logistics sectors and beyond. Our cloud-first data platforms solve interoperability, speed, and scalability problems for organizations around the globe. InterSystems also develops and supports data management in hospitals through the world’s most proven electronic medical record, as well as unified care records for health systems and governments through a powerful suite of healthcare data integration solutions. The company is committed to excellence through its award-winning, 24×7 support for customers and partners in more than 80 countries. Privately held and headquartered in Cambridge, Massachusetts, InterSystems has 25 offices worldwide. For more information, please visit InterSystems.com.