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 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.
Skills and Experience
- 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
Education and Training
- IT or health-based degree or 2 years’ related experience
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
Top Skills
What the Team is Saying
What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business.
Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries.
What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running.
If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
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InterSystems Teams
InterSystems Offices
OnSite Workspace
For the first 3 or 6 months (experience and role dependent), we ask our employees to work in the office 5 days a week. After that time, our employees receive 24 work from home Fridays to use at their discretion throughout the year.
