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 othe...