Support Facilitator

JakartaFull-TimeMid-levelSupport / Customer Success

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To 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)
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.

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