Josh Hatchett Email & Phone Number

Remote

• Deliver swift and courteous assistance to customers through phone, email, and chat queues
• Resolve complex technical issues related to Procore's software products and services, escalate as needed
• Document customer interactions, issues, and resolutions in Salesforce CRM
• Collaborate with cross-functional teams such as Product Development, Quality Assurance, and Customer Success Managers to resolve complex issues
• Deliver product train and guidance to customer and even associates to maximize the value of Procore's customer service and solutions
• Identify recurring issues and give our customers a voice by suggesting product enhancements to internal teams via our feedback website

Manchester, New Hampshire, United States

• Managed incoming cases via email, phone, and chat
• Monitored the inbound case queue using the Salesforce Service Cloud platform
• Trained and assisted newly hired Tier 1 associates
• Scheduled and conducted GoToMeeting sessions with customers to resolve in-depth technical issues
• Locate, review, and analyze submitted crash reports of the software
• Attempt to duplicate suspected defects in a virtual machine lab environment

Manchester, New Hampshire, United States

• Acted as the customer's first point of contact for all technical service-related needs
• Resolved issues for cloud schooling software solutions in an efficient, timely, and friendly manner
• Authored and published help documentation to improve self-service resources such as
• knowledge-base and training articles
• Accurately captured notes and documented activities/managed cases in a clear and actionableways for teammates and customers to review as needed
• Stayed informed on product changes and rapidly learned information about new functions

Londonderry, NH

1155 S 800 E Orem, UT

• Assists customers with web hosting and other Internet services
• Assists upper management with organizing inventory
• Oversees the training and development of Tech Support team
• Utilizes advanced programs such as Intermapper, Super Putty, and WHM
• Handles escalated calls from Level 1, Level 2, and Level 3 employees
• Received numerous awards and recognition for individual efforts

14 Hampshire Dr, Hudson, NH 03051

• Troubleshoot and resolved technical issues for customers via phone
• Escalated customers to appropriate department when necessary
• Maintained one of the top scores in customer satisfaction in the company
• Educated customers on the utilization of Quickbooks and Quicken

220 Daniel Webster Hwy, Nashua, NH 03060

• Worked independently to educate customers on various Google products
• Assisted Best Buy associates in fixing products and building displays
• Repaired Google devices and resolved customer issues and complaints

252 Daniel Webster Hwy, Nashua, NH 03060

• Performed on the sales floor selling various electronics and computer software
• Worked in the back taking computers in for tech services
• Responsible for taking money in the form of cash, check, or credit card
• Trained associates to maintain highest customer satisfaction on all levels

Bachelor'S Degree, Computer Science

High School, Generals, Highschool

General Studies