Joshua Green
Alkol,USA
Summary
Customer Support and Technical Specialist with 7+ years of experience in high-volume remote and on site environments. Proven ability to resolve customer complaints, billing, account, and technical issues while meeting performance metrics. Maintaining strong customer satisfaction on a first call resolution basis. Experienced in CRM systems, ticketing platforms, and customer de-escalation.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Delivery Driver
Spark Driver
Logan, WV
2024 - Current
- Delivered packages efficiently while adhering to safety protocols and company guidelines.
- Navigated diverse routes using GPS systems to optimize delivery times and customer satisfaction.
- Maintained accurate logs of deliveries, ensuring compliance with company policies and procedures.
- Provided exceptional customer service by addressing inquiries and resolving complaints effectively.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
Technical Support and Customer Service
Concentrix
Remote
2020 - 2023
- Provided high-volume inbound customer support in fully remote environment, resolving billing, account, and technical concerns.
- Met or exceeded performance metrics including quality, attendance, and handle time standards.
- Promoted to Trainer II, coaching new hires virtually on systems, call handling, and quality expectations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Organized and detail-oriented with a strong work ethic.
Help Desk Analyst II
Artech Information Systems L.L.C.
Hybrid/Remote
2018 - 2021
- Delivered Level II technical support in enterprise and remote user environment.
- Managed Salesforce CRM and documented cases through ServiceNow and Zendesk.
- Resolved access and authentication issues using Active Directory and Single Sign-On platforms.
- Supported remote users via Citrix and Software Center, managing application access, deployments, and system troubleshooting while meeting SLA expectations.
- Mentored staff on customer service techniques, improving overall client satisfaction ratings within the support team.
- Used ticketing systems to manage and process support actions and requests.
Technical Support Representative
KellyConnect
Remote
2016 - 2017
- Provided remote technical support in high-volume call center setting.
- Assisted customers with account troubleshooting and technical resolutions while maintaining strong quality and customer satisfaction scores.
- Collaborated with cross-functional teams to enhance product knowledge and support strategies.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
High school diploma -
Scott High School
Madison, WV05-2014
Skills
- Remote Customer Support
- High-Volume Call Handling
- Billing and Account Support
- Salesforce CRM
- ServiceNow & Zendesk Ticketing
- Citrix & Remote Software Management
- Active Directory & Single Sign-On (SSO)
- Microsoft Exchange
- Sales Experience
- Customer De-escalation
- VPN
- Typing
- Microsoft Publisher
- Communication skills
- Analysis skills
- Multitasking
- Computer hardware (Windows/Mac)
Certification
- CPR Certification
- Non-CDL Class C
- Air Brake Endorsement
- Driver's License
Timeline
Delivery Driver
Spark Driver
2024 - Current
Technical Support and Customer Service
Concentrix
2020 - 2023
Help Desk Analyst II
Artech Information Systems L.L.C.
2018 - 2021
Technical Support Representative
KellyConnect
2016 - 2017
High school diploma -
Scott High School