Support Facilitator
- دبي
- دائم
- دوام كامل
- 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