Support Facilitator

Job Summary: 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
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