Kylene H. Email & Phone Number

United States

Manage my queues: tickets, phone calls, chat interactions and assisting with troubleshooting, password resets and access questions as listed in Global Support Technician roleAdditionally as a Team Lead:*Answer team questions and provide helpful resources*Monitor team activity and productivity*Communicate important updates and expectations to the team*Report to senior leadership members on team performance, emerging issues and noticed trends*Assign tasks to team members and supervise task execution*Proactively participate in new hire training as well as the development and implementation of new training resources*Help team members resolve challenges *Contribute to the maintenance and creation of knowledge base articles and team resources*Develop relationships with the leads in other departments to facilitate best customer support experience and Company wide success

United States

*Respond to technical support requests managed through chat (Slack), Email (Outlook, GSuite), Phone (Zoom phone, WebEx, Jabber, Slack calls), and ticketing system (ServiceHub, Jira)*Triage initial help requests and redirect to proper resources when necessary; respond to necessary escalations within the Company approved procedures and metrics requirements; provide first contact resolution for technical support requests whenever possible*Provide an excellent customer support experience including follow up when needed*Provide assistance with account set up, password resets and provisioning of access within Active Directory (AD), LDAP, Okta and various Multi-factor Authentication systems (RSA, Yubikey, ClearPass, Duo, Okta Verify, etc.)*Utilze Intune, JAMF, Azure, Bomgar, Microsoft Remote Desktop, Thycotic and other Company provided resources to view, manage and troubleshoot company owned assets *Provide hardware and software troubleshooting for MacOS, Windows, iOS, and Android devices as well as assistance with connecting peripherals (printers, external monitors, cameras, etc.)*Provide troubleshooting for network issues including connectivity, binding issues, certificate and authentication issues (MDM profile installations, Enterprise Connect, Kerberos and Jamf Connect), VPN (Global Protect) related issues and home internet connection issues. *Pay attention to Service Line agreements and handle contacts within allotted time-frames while also adhering to all necessary security protocols and requirements*Provide basic A/V support for Zoom and Microsoft Teams*Deploy software and licensing and maintain good record keeping habits and documentation.

Chico, California Area

Customer support via phone, chat and email with a focus on handling escalations, routing cases to the proper teams, facilitating processes and tracking of ever-changing issues, offering advanced troubleshooting and coaching to Tier 1 agents and supporting them in a positive manner to ensure best customer outcome, in depth knowledge of product and processes, communication with client product managers in a positive and timely manner, flexibility and a sense of urgency, ability to prioritize, maintain excellent scores in center set mtrics including attendance, line/schedule adherence, and productivity.

Chico, California Area

Respond to and resolve customer requests via phone, email and chat, utilize approved resources to identify and resolve customer requests, use communication techniques to de-escalate and handle customer complaints, maintain expected or better metrics including Customer Satisfaction, Quality Assurance and schedule adherence.

Chico, California Area

Hired for an interim period but without interim limitations on tools access or responsibilities. Monitor multiple tools including workforce tools, hangouts, e-mail, phone and floor, directly responsible for team of 8-10 including monitoring metrics, coaching and record keeping, acting as floor supervisor (staff of 50-60) by assisting all staff to facilitate center success and a positive work culture, coordinate and plan for team meetings, communicate with management, complete required tasks in a low-structure environment, prioritizing and leading by example, offering support and leadership to staff during the Camp Fire Crisis as well as helping ensure the business needs continued to be addressed.

Chico, California Area

Responsibilities as listed above - Exceeded goals in metrics including adherence, customer satisfaction and Quality Assurance. made contributions towards improving internal tools. Actively worked at honing and utilizing my talents for de-escalating upset and angry customers as well as going above and beyond in taking ownership and working toward positive experiences for all of our customers. Worked both independently and as an integral part of our team

Chico, California Area

Customer Service including multi-line phones, email, live chat support and order processingHandling customer complaintsSupervising 6-12 employees, training and delegationHuman Resources including development of company policies, handbooks and other documentation as well as maintenance of OSHA requirements and standardsTechnical support and maintenance of in-house computer networkInventory Management including purchasing, staging, receiving, inventory audits, shipping using Endicia (USPS) and Worldship (UPS) softwareUtilize Microsoft Office, Google Documents/GMail, VOIP (Skype and RingCentral), Kayako Desktop, Quickbooks and specialized industry specific software

Chico, California Area

Multi-line phones, data entry, mailings, filing, customer service, technical support, order fulfillment, shipping/receiving, warehouse maintenance

General Education

Certificate Of Course Completion, Administrative Assistant And Secretarial Science, General