Support Facilitator

Intersystems

Jakarta, Indonesia
On-site
Triage support requests
Facilitate rapid responses
Manage support queue
InterSystems is seeking a Support Facilitator in Jakarta, Indonesia, to enhance customer satisfaction by managing support requests and ensuring prompt responses. The role involves triaging inquiries, maintaining detailed support tickets, and collaborating with various departments to facilitate effective customer support

Job Summary

  • Ensure customer satisfaction by triaging support requests, facilitating rapid responses, ensuring requests contain sufficient detail and managing the support queue and backlog.
  • Provide immediate response to customer support inquiries via phone or iService (the TrakCare ticketing system) and ensure tickets contain sufficient information for second line support.
  • Assist the Incident Manager with the monitoring, management and processing of iService queues and provide regular reports to management and customers as requested.

Matching Summary

Match Score: 85

InterSystems is seeking a Support Facilitator in Jakarta, Indonesia, to enhance customer satisfaction by managing support requests and ensuring prompt responses. The role involves triaging inquiries, maintaining detailed support tickets, and collaborating with various departments to facilitate effective customer support.

Skills & Requirements

Must-have

  • Triage support requests
  • Facilitate rapid responses
  • Manage support queue
  • Customer satisfaction
  • iService ticketing system

Nice-to-have

  • Develop Standard Operating Procedures
  • Acquire new skills
  • Additional responsibilities

Key Requirements

  • IT or health-based degree
  • 2 years related experience
  • Friendly and professional communication skills
  • Good organisation skills
  • Demonstrable attention to detail

Work Rights

Not specified

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