• Support Facilitator

    Location US-MA-Cambridge
  • Overview

    As a Support Facilitator, you will respond to and manage customer requests through email, phone and an internal database. Then, you will delegate these technical inquires to the appropriate teams at InterSystems. You will develop your customer service and technical software skills collaborating with your team, under the guidance of experienced mentors. Together, you will help ensure the highest quality of service and learning for InterSystems’ customers.

    Responsibilities

    • Answer at least 75% customer inquiries with an immediate response, in accordance with service standards
    • Record accurate customer information and call tracking details in the Worldwide Response Center Database         
    • Provide timely notification to Support Managers of any issue that may impede prompt service or customer satisfaction
    • Help balance daily distribution of incoming support inquiries
    • Encourage customer satisfaction by using good judgment if current policies and procedures introduce a conflict with our loyal customers
    • Escalate customer conflicts to management when appropriate
    • Grow new service skills by assuming additional responsibilities

    Qualifications

    • Excellent verbal communication and interpersonal skills appropriate for a customer service position
    • Confidence juggling competing priorities
    • Clear writing skills
    • Flexible schedule a plus (willingness to contribute to voluntary, compensated, weekend and holiday schedules to maintain 24x7 coverage of Support Hotline)
    • Multi-lingual skills a plus (especially Spanish fluency)
    • Previous customer service experience a plus

    About InterSystems

    InterSystems is the engine behind the world’s most important applications. In healthcare, finance, government, and other sectors where lives and livelihoods are at stake, InterSystems is the power behind what matters™. Founded in 1978, InterSystems is a privately held company headquartered in Cambridge, Massachusetts (USA), with offices worldwide, and its software products are used daily by millions of people in more than 80 countries. For more information, visit InterSystems.com.

    Come innovate with us

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