Support Facilitator

Full-time Counselors, Social Workers, and Other Community and Social Service Specialists

Profile Summary

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 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 othe...