Facilitator

Job description – Facilitator

Position: Support Facilitator
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 Trak Care 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

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