The Inforonics ARK, or the Assistance, Resolution and Knowledge Center delivers branded, tier 1 and tier 2 onshore technical support. ARKStar services are customizable to meet the requirements of your organization and can be used as a stand-alone technical support operation or as an extension of an internal operation by providing off-hours and holiday technical support for your customers.
Our Technical Support Representatives (TSRs) are engineers skilled in multiple technology disciplines and are adept at applying their capabilities and knowledge to new technologies and products, be it hardware, networking or specific application verticals. So skilled are our TSRs, in fact, they developed a workflow optimization tool we call the ARKStar NavigatorTM. ARKStar Navigator consolidates client and Inforonics developed documentation and puts trouble-shooting information at the fingertips of TSRs. ARKStar Navigator enables one click sign-on to various client ticketing systems; one click access to client specific call drivers and FAQ’s; and a resource center with client specific documentation for instant access to procedures, escalation processes and troubleshooting information independent of the documentation location (i.e. client’s premise or internal to Inforonics). Our vertical areas of expertise includes but is not limited to the following:
The infrastructure employed by Inforonics is highly available with at least n+1 redundancy including multiple trunks, UPS and diesel generator automatic emergency power. We employ a state of the art geographically dispersed redundant VoIP phone solution that includes an enterprise class ACD that delivers end-user calls to the right TSR utilizing a weighted skills based routing algorithm. This robust solution also allows TSRs to answer and resolve trouble calls from remote locations should our primary facility become unavailable due to weather or other catastrophic events. Our core infrastructure has been developed in part with components from the following vendors:
We are accustomed to our clients' leveraging their own CRM support and ticketing tools in delivering seamless technical support to their customers. Inforonics can also provide our proprietary Heuristix™ Information Management System for ticket tracking. The CRM support and ticketing tools that we are intimately familiar with include:
Inforonics has developed a unified Enterprise Monitoring and Graphing Solutions (EMGS™) from COTS Open-Source, and internally developed code that is integrated with Heuristix™ to automatically enter tickets, in some cases, even before problems become visible to your customers. With its robust monitoring, fault verification, auto event escalation and tracking capabilities along with rich graphing and trending capabilities, EMGS™ provides our TSRs with the information and technology necessary to make informed decisions to remediate problems. With EMGS™ knowledge management features, TSRs can quickly assess a problem and determine if it is something that has happened in the past and how, all while reaching a resolution.
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