Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Joshua Weiss

Biddeford,ME

Summary

As a successful customer and technical support professional with over 10 years of experience in SaaS and transactional software environments, I have cultivated a rewarding career servicing high value clients with my passionate dedication to their experience. Working cross-functionally on high-priority escalations daily has prepared me for the demands of our modern tech industry, making me an asset to any employer in that field.

Overview

9
9
years of professional experience

Work History

Escalations Specialist

Proof (Formerly Notarize)
Boston, MA
06.2021 - Current
  • Diagnose, troubleshoot, and resolve technical problems related to our platform that have been escalated by the tier I support team
  • Handle critical overflow of frontline support issues when the frequency of issues exceeds the tier I team's bandwidth
  • Serve as a technical escalation point for critical customer issues
  • Lead 1 on 1 training sessions with new hires to bring them up to speed after onboarding
  • Collaborate closely with engineering, product, and customer success teams to address system-wide challenges
  • Develop and implement best practices for incident management and resolution
  • Coordinate with support team leads to improve communication within the team and between teams

Tier I Customer Support

Proof (Formerly Notarize)
Boston, MA
05.2020 - 06.2021
  • First line of contact for customers, clients, and business partners
  • Field 50+/day calls, chats, and emails using CRM software Zendesk in conjunction with
    Google Suite, and Proof's proprietary administration tool
  • Oversaw creation of new teams within the support structure and provided daily feedback on their processes
  • Shifted duties from customer oriented complaints and feedback to technical solutions

Quality Assurance Specialist

ezCater
Boston, MA
10.2019 - 04.2020
  • Responsible for evaluating the performance of 35 customer support agents every week
  • Developed training guides and a database of our best practices to assist entire customer
    service team
  • Lead one-on-one training sessions for support agents to improve their performance
  • Lead group training sessions to train support agents in new practices
  • Lead and assisted in various projects that improved our revenue tracking and implemented
    new standards across the customer service team

Customer Service Agent

ezCater
Boston, MA
08.2018 - 10.2019
  • Fielded 40-50 inbound calls per day to assist in using our platform
  • Joined during a period of hypergrowth and saw the number of employees rise from ~350 to
    800+
  • Consistently ranked in the top tier of customer service agents at ezCater
  • Participated in cross-departmental projects with our business analysts and training teams
  • Coached cohorts of new hires to bring them up to speed after on-boarding

Tier 2 Technical Support Specialist

New Era Technologies (Formerly FTG)
Quincy, MA
05.2016 - 08.2018
  • Partnered with the Massachusetts state lottery commission and United Site Services to
    track, maintain, and troubleshoot remote routers.
  • Partnered with the Division of Professional Licensure, Alcohol Beverages Control
    Commission, and Division of Capital Asset Management to deliver quality service and
    guidance to Massachusetts license holders during the state-wide roll-out of the ePLACE
    Portal.

Education

Bachelor of Arts - Psychology

University of Massachusetts
Boston, MA
05-2015

Associate of Arts - Liberal Arts

Massasoit Community College
Brockton, MA
05-2013

Skills

Technical Experience with:

  • Zendesk
  • Sumo
  • ADX
  • Metabase
  • Twilio
  • Mixpanel
  • Sendgrid
  • Confluence
  • JIRA
  • APIs and API integration

Expertise:

  • Basic personal and commercial technology troubleshooting
  • Networking infrastructure
  • Learning and Development
  • Mentorship and Coaching
  • Peer development
  • Quick, calm, and disarming customer service
  • Proactive and reactive communication
  • Inter- and Intra-team collaboration

Affiliations

  • Ceramics
  • Fiction writing and critique
  • Dungeons and Dragons/TTRPGs
  • Hiking
  • Gardening
  • Cooking and recipe development

Timeline

Escalations Specialist

Proof (Formerly Notarize)
06.2021 - Current

Tier I Customer Support

Proof (Formerly Notarize)
05.2020 - 06.2021

Quality Assurance Specialist

ezCater
10.2019 - 04.2020

Customer Service Agent

ezCater
08.2018 - 10.2019

Tier 2 Technical Support Specialist

New Era Technologies (Formerly FTG)
05.2016 - 08.2018

Bachelor of Arts - Psychology

University of Massachusetts

Associate of Arts - Liberal Arts

Massasoit Community College

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Joshua Weiss