Hi, I’m
SCOTT KYLE
Customer Support
Philadelphia,PA
Work Preference
Summary
Seasoned Technical Support Account Manager with relevant experience in managing client relationships, troubleshooting technical issues, and coordinating with cross-functional teams for solution implementation. Strengths include effective communication skills, problem-solving abilities and a customer-centric approach. Demonstrated success in improving customer satisfaction ratings and streamlining support processes.
Overview
20
years of professional experience
Work History
Phenom PeoplePhiladelphia
Technical Support Account Manager
07.2025 - Current
Job overview
- Technical Troubleshooting & Escalation: Resolve complex software defects and system challenges within the Phenom TXM ecosystem, including IX Apply, Recruiter Experience, and ServiceHub, ensuring seamless platform performance.
- Customer Success & Adoption: Drive platform ROI by leading strategic onboarding and training initiatives; utilize data-driven insights to help clients optimize usage and achieve business objectives.
- Support Governance & Enablement: Empower clients through administrative training on the ServiceHub, enabling self-sufficiency in user management, system configuration, and secure SSO updates.
- Cross-Functional Collaboration: Partner with Sales and Implementation teams to advocate for product enhancements based on client feedback and identify high-value opportunities for account expansion.
PhenomPhiladelphia
Technical Support Team Lead
01.2021 - 07.2025
Job overview
- Fostered a collaborative team culture within the Support organization, enhancing the overall customer experience.
- Delivered technical support to end-users, successfully resolving escalated technical issues to ensure client satisfaction.
- Identified skill and process development opportunities by analyzing gaps and trends, driving continuous improvement initiatives.
- Created comprehensive reports for holistic ticket solutions and Support Engineer monitoring, aiding in data-driven decision-making.
- Led weekly team meetings to review case and provide interdisciplinary support, promoting efficient case resolution.
- Designed and executed customer service training programs, ensuring representatives were well-informed about products and services.
- Analyzed customer feedback to discern trends, facilitating the formulation of strategies for enhancing the customer experience.
ApplePhiladelphia
Lead
01.2017 - 01.2021
Job overview
- Supervise a team of 40+ employees in a store that sees over 100 customers daily.
- Empower team members to independently resolve customer issues, stepping in to resolve more complex problems, as needed.
- Mediate escalated situations between team members.
- Perform department and employee assessments to gauge progress and identify areas of needed focus.
- Assist in the development and implementation of new strategies to streamline procedures.
- Coordinate with outside departments to create and implement new training and education programs for store team.
ApplePhiladelphia
Genius
01.2011 - 01.2017
Job overview
- Resolved customer issues in a clear, courteous, and straightforward manner.
- Provided excellent customer service, ensuring brand loyalty.
- Resolved computer hardware and software, printing, installation, word processing, email, and operating system issues.
- Took initiative in a leadership role, mentoring Technical Experts and Technical Specialists on providing excellent customer service.
- Explain to customers in easy-to-understand terms where complex technological problems initiated, and the steps taken to repair the issue.
Education
Mainland Regional High SchoolLinwood, NJ
University Overview
Skills
- Team Leadership
- Excellent Communication Skills
- Customer Relations
- Task Oriented
- Analytical
- Multi-tasker
- Flexible
- Self-starter
- Microsoft Office Proficient
- Technical troubleshooting
- Customer relationship management
- Customer onboarding
- Cross-functional collaboration
- Team leadership
- Problem solving
- Effective communication
- Customer support
- Service level agreements
- Escalation handling
- Technical support
- Verbal and written communication
Timeline
Technical Support Account Manager
Phenom People
07.2025 - Current
Technical Support Team Lead
Phenom
01.2021 - 07.2025
Lead
Apple
01.2017 - 01.2021
Genius
Apple
01.2011 - 01.2017
Mainland Regional High School
05.2007