Summary
Overview
Work History
Education
Skills
References
Additionalinformation
Certification
Timeline
Generic

JOSHUA JACK

Rockville Centre,NY

Summary

Technical professional with over six years of diverse experience in customer success, system engineering, and technical support. Currently serving as a Senior Customer Success Specialist at goTenna, with extensive expertise in providing technical support and driving customer engagement. Demonstrated strong technical proficiency in CRM systems like Salesforce Service Cloud and Zendesk. Committed to enhancing customer experiences through exceptional communication skills and a genuine passion for delivering.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Customer Success Specialist

goTenna
06.2022 - Current
  • Engaged with Public Safety, Military, and Pro customers, providing expert technical support and product knowledge
  • Resolved customer inquiries through Zendesk and Salesforce Service Cloud, ensuring efficient responses across email, chat, and phone
  • Created custom reports and templates in Salesforce Service Cloud, improving feedback processes and enhancing customer insights
  • Managed Salesforce infrastructure and workflows to streamline customer communications and improve team efficiency
  • Conducted virtual training sessions, improving customer knowledge and satisfaction with goTenna’s Pro products
  • Collaborated with QA and Business Development teams, conducting beta testing and supporting product enhancements
  • Led Voice of the Customer (VOC) initiatives, compiling feedback to drive continuous improvement in customer experience

System Engineer

Thrive
12.2021 - 07.2022
  • Provided Tier 1 remote and onsite support for a diverse client base, resolving technical issues across various industries.
  • Analyzed and documented network environments, quickly diagnosing and addressing workstation incidents and connectivity problems.
  • Utilized Thrive's Protect software and other tools to manage and prioritize support tickets, including Office 365, remote access, and hardware issues. Communicated solutions in clear, non-technical language to enhance client understanding.
  • Maintained documentation in a centralized knowledge base and collaborated with a team of engineers to deliver high-quality IT support.

Lead Geek Squad Agent

Best Buy
05.2018 - 12.2021
  • Collaborated with team members to accurately document repairs and customer interactions, maintaining service consistency and high satisfaction levels.
  • Led and trained junior agents, standardizing troubleshooting practices and improving the team's efficiency in diagnosing and resolving technical problems.
  • Diagnosed and repaired diverse consumer electronics, including laptops, smartphones, and home theater systems.
  • Managed service requests and workflow in a fast-paced environment, ensuring timely completion of repairs and proactive follow-up on outstanding cases.

Helpdesk Technician I

Sandata Technologies
12.2017 - 05.2020
  • Provided Tier 1 technical support for software and hardware issues, including troubleshooting applications, network connectivity, and workstation problems.
  • Administered user accounts and performed password resets within HIPAA-compliant environments, ensuring secure access to software platforms for healthcare clients.
  • Led Guided new users through software migrations, streamlining onboarding processes while maintaining data security.
  • Documented troubleshooting procedures and contributed to a shared knowledge base, improving team efficiency and incident resolution times.

Intern

Town of Brookhaven
04.2017 - 06.2017
  • Assisted with Active Directory user administration, troubleshooting technical issues
  • Managed high-severity incidents and documented solutions for future reference

Education

Associate of Science - Computer/Information Technology Administration and Management

Suffolk County Community College
Suffolk County
01.2017

Skills

  • Customer Success Management
  • Technical Support & Troubleshooting
  • CRM Administration (Salesforce, Zendesk)
  • Customer Relationship Management
  • Data Analysis & Reporting
  • Virtual Training & Onboarding
  • Cross-Functional Collaboration
  • Process Improvement
  • Voice of the Customer (VOC) Initiatives
  • Product Knowledge & Support
  • Communication & Presentation Skills
  • Problem-Solving & Critical Thinking

References

Reference will be provided on the given request.

Additionalinformation

up to 50%, up to 30 pounds

Certification

  • Part 107, FAA

Timeline

Senior Customer Success Specialist

goTenna
06.2022 - Current

System Engineer

Thrive
12.2021 - 07.2022

Lead Geek Squad Agent

Best Buy
05.2018 - 12.2021

Helpdesk Technician I

Sandata Technologies
12.2017 - 05.2020

Intern

Town of Brookhaven
04.2017 - 06.2017

Associate of Science - Computer/Information Technology Administration and Management

Suffolk County Community College

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JOSHUA JACK