Kylee Dill Email & Phone Number

• Conveyed troubleshooting steps and information to customers via live chat and email.
• Troubleshooting technical problems and properly documenting all customer requests via Service Now ticketing system.
• Advised and trained agents on how to use various software applications.
• Provided feedback to clients and vendors to drive resolution as well as customer satisfaction.
• Participated in various knowledge base process changes and documentation updates.
• Provided continuous feedback on reoccurring customer issues, customers dissatisfaction, process inefficiencies, lack of documentation, to the other departments.

Remote

Wichita, Kansas Metropolitan Area

• Provided high quality customer service to customers by building relationships and trust through appropriate communication and responsive service.
• Conveyed troubleshooting steps and information to customers via phone calls, live chat, and email and properly documenting.
• Assisted with mentor support for new hires and trainees.
• Provided first level support for all IT related needs including software and hardware installations, support, and troubleshooting.
• Provided wireless device support and troubleshooting, including BlackBerry, Apple, and Android products.
• Consulted knowledge documents to implement solutions or appropriately escalate customers’ requests to next tier of support.

Wichita, Kansas, United States

 Supported customers through inbound calls utilizing technical expertise to resolve customer product and service issues Provided customers with information regarding field activity (outage, breaks in service)  Assisted in testing, installation, training, and launch of Apollo communication project for central region call centers Held top 10% service.