SYSTEMS AND METHODS FOR HYBRID DELIVERY OF REMOTE AND LOCAL TECHNICAL SUPPORT VIA CENTRALIZED SERVICE

摘要

A hybrid customer support model for providing remote online support service in conjunction with local onsite support service. A local technician provides onsite support service for a device for a predetermined amount of time. The local technician has a first type of skill from a plurality of skills. The local technician identifies an issue with the device and sends the issue to a centralized service, which receives an identification of the issue - which may include a plurality of tasks. Each of the plurality of tasks is performed by one or more remote technicians having a skill type corresponding to the task. A resource pool is managed via the centralized service to support information flow. The centralized service tracks service information and results.