About InterSystems
Empowering healthcare with high-performance data solutions
Key Highlights
- Headquartered in Cambridge, MA, with a global presence
- Over 1,000 enterprise customers, including NHS and VA
- Privately held since 1978 with 1,000-5,000 employees
- Flagship product: InterSystems IRIS for data management
InterSystems, headquartered in Cambridge, Massachusetts, specializes in high-performance database management and healthcare information systems. Their flagship product, InterSystems IRIS, supports rapid application development and integration, serving over 1,000 customers globally, including major h...
🎁 Benefits
Employees enjoy competitive salaries, comprehensive health benefits, generous PTO policies, and opportunities for remote work. InterSystems also offer...
🌟 Culture
InterSystems fosters a culture of innovation and collaboration, emphasizing a strong engineering focus. The company values integrity and customer succ...
Customer Support • Entry-Level
Overview
InterSystems is hiring a Support Facilitator to ensure customer satisfaction by managing support requests and facilitating rapid responses. This role requires strong communication skills and attention to detail.
Job Description
Who you are
You have an IT or health-based degree or at least 2 years of related experience, demonstrating a friendly and professional demeanor in both verbal and written communication. Your organizational skills are top-notch, and you pay great attention to detail, ensuring that customer inquiries are handled efficiently and effectively.
You thrive in a customer service environment, where your ability to triage support requests and provide immediate resolutions is key to maintaining high levels of customer satisfaction. You understand the importance of clear communication and are adept at ensuring that support tickets contain all necessary information for effective follow-up.
What you'll do
In this role, you will be responsible for providing immediate responses to customer support inquiries via phone or the TrakCare ticketing system. You will ensure that all iService tickets are detailed enough for second-line support to address them effectively. When immediate resolution isn't possible, you will triage inquiries and determine the best person to pass them to, ensuring a smooth workflow.
You will develop and maintain a set of Standard Operating Procedures for responding to common inquiries, which will help streamline the support process. Additionally, you will notify the Incident Manager of any issues that may impede immediate responses or customer satisfaction, ensuring that all departments are aligned in their efforts to assist customers.
Regular reporting to management and customers will be part of your responsibilities, allowing you to keep all stakeholders informed about support activities. You will also have opportunities to acquire new skills by taking on additional responsibilities as requested by management, contributing to your professional growth within the company.
What we offer
At InterSystems, you will be part of a global team dedicated to unlocking the power of data and enhancing customer experiences. We provide a supportive environment where you can develop your skills and advance your career. Join us in our mission to deliver excellence in customer support and satisfaction.
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