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Company

JobRialto
Address Atlanta, GA, United States
Employment type CONTRACTOR
Salary
Expires 2023-07-23
Posted at 11 months ago
Job Description
  • HW Accessories Kiosk Fulfillment
  • Provide the necessary information in the ticket in the event the ticket is passed to another solver group.
  • Triage and troubleshoot tickets submitted.
  • Provide customers with status of the ticket and serve as primary support admin through ticket resolution.
  • Provide detailed diagnostic summary for the next tier level support.
  • Receive customer IT queries by multiple methods But Primary is Video Call.(phone, self-service, etc.)
  • Interacts with management to facilitate timely problem resolution.
  • Provide desktop software application assistance and installation.
  • Provide IT support to all customers through video call.
  • Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
  • Provide expert technical support to customers having varying levels of computing skills.
  • Remotely access the end-user’s desktop to provide support.
  • Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible.
  • Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities.
  • Knowledge in the use of and application of metrics to increase efficiency and solve issues.
  • Possesses excellent communication skills.