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ROLES & RESPONSIBILITIES Position Description: The Support Specialist will be providing 2nd level support for several retail US based Retailers. This position will be troubleshooting hardware problems, Administrating product availability, creating document for issues resolution. Responsibilities: - OLO location error troubleshooting - confirm error, troubleshoot issue, escalate to third party vendor if not resolved. - Troubleshooting printer issue. - Agent logs, receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the ticketing system. - Provides second-level problem resolution on incidents with users. - Taking ownership of issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned. - Works with Level 3 and other escalation points to resolve technical issues. - Accurately classifies and records details of inquiries into a web-based ticketing system. - Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded. Must Have: - Excellent written communication skills (English). EXPERIENCE 4.5-6 Years SKILLS Primary Skill: Cloud Service Incident Management Sub Skill(s): Cloud Service Manager, Infrastructure Support, Infrastructure Support L1 Additional Skill(s): ITSM Principles, Servicenow, Servicenow, Cloud Service Incident Management ABOUT THE COMPANY Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDA .
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