Support Facilitator

InterSystems; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

A leading company in health IT seeks a Customer Support Representative to provide exceptional assistance to clients. The role involves responding to support inquiries, managing tickets, and ensuring that requests are handled efficiently. Ideal candidates will possess strong communication and organizational skills, with the ability to work in a fast-paced environment.

Qualifications

• Degree or 2 years related experience in customer support.
• Experience in a service-oriented environment preferred.

Responsibilities

• Respond to customer support inquiries via phone or ticketing system.
• Manage support requests efficiently to ensure customer satisfaction.
• Provide reports to management and customers as needed.

Skills

Verbal Communication

Written Communication

Organization

Attention to Detail

Education

IT or health-based degree

Job description

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 activity on iService activity
• Assist the Incident Manager with the monitoring, management and processing of iService queues
• Provide regular reports to management and customers as requested
• Acquire new skills by assuming additional responsibilities as requested.
• Additional responsibilities as determined by management.

Skills and Experience

• IT or health-based degree or 2 years related experience
• Friendly and professional verbal and written communication skills demonstrated by prior customer service experience
• Good organisation skills with demonstrable attention to detail