The Support Facilitator ensures customer satisfaction by facilitating, primarily by phone, customer requests for technical assistance and other support related services.
Job Responsibilities:
· Achieve at least 75% immediate response to customer inquiries in accordance with service standards.
· Ensure that accurate customer information and call tracking details are recorded 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.
· Ensure customer satisfaction by using good judgment if current Policies and Procedures introduce a conflict with the customer; subsequently, escalate to management.
· Acquire new skills by assuming additional responsibilities as requested.
· Additional responsibilities as determined by management.
Job Requirements:
· Minimum of Associates Degree; Bachelors Degree preferred
· Excellent verbal communication and interpersonal skills appropriate for a customer service position
· Excellent multi-tasking skill
· Previous Customer Service experience a plus
· Good written communication skills
· Multi-lingual skills a plus (Spanish, English, Portuguese)
· Willingness to work in shifts (on a rotative basis) to maintain 24 x 7 coverage of Support Hotline
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.
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.
