Customer Service Technical Support

662-***-**** *************@*****.***

KYLAND LOTT

PROFILE

Experienced technical support professional with 3 year of experience providing remote support for hardware, software, and networks. Proven ability to diagnose and solve technical issues quickly and efficiently while providing excellent customer service. Friendly support professional with experience providing technical solutions to customer inquiries. Possesses strong critical thinking and problem-solving abilities, as well as excellent customer service skills. Adept at explaining complex technical information in a comprehensive manner and managing multiple projects under tight deadlines. Experienced customer service representative in a high-volume call center while working remotely.

KEY SKILLS WORK EXPERIENCE

• Technical Support

• Mobile Device

Management

• Hardware Configuration

• Problem Resolution

• Continuous Improvement

• Quality Assurance

• Customer Service

• Solid written and verbal

communicator

• Friendly, courteous, and

service oriented

• Microsoft Office

• Data Entry

• AS400

• Siebel

• Remedy

• Banner

• Canvas

Technical Support Specialist

Apple Remote

2021 – Present

• Resolve escalated customer complaints quickly and effectively using excellent communication skills.

• Provide technical support to customers via telephone and e-mail.

• Troubleshoot hardware and software issues.

• Responds to user inquiries in a timely and professional manner.

• Assist in the resolution of customer service inquiries and escalated issues to appropriate support personnel.

• Assist with network configuration and maintenance tasks.

• Identify root cause of complex technical problems by

• analyzing log files and other data sources.

• Collaborates with the IT team members to develop innovative solutions to resolve customer issues in a timely manner.

• Monitors system performance and implemented system upgrades as needed.

Customer Service Representative

Walmart Remote

2020 – 2021

• Proactively assisted customers with sales, technical support issues, and customer service issues.

• Quickly responded to the customer’s questions and via chat, e-mail, and phone.

• Thoroughly recorded all questions, requests, answers, and follow-up work.

• Escalated questions and requests to the relevant department or individual in accordance with the

established protocols as needed.

• Showed consideration and empathy to every customer.

• Conducted research to respond to requests and questions from customers.

EDUCATION

Associate of Business Administration

East Mississippi Community College

December 2023

High School Diploma

Starkville High School

May 2022

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