Support Facilitator

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

**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**: