Support Facilitator

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 ac...