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• Maintain a high level of product knowledge by staying updated on new features, and contributing to support process improvements to enhance the overall customer experience• Promoted from Level 1 Support Representative to Level 3 within a year of joining as a Customer Service Representative (during the department's tiered structure)• Passed the LEAD Certification in both ERP and Financial Management in less than 2 years

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• Evaluate ways to improve and prevent future issues• Review Knowledge base articles for technical accuracy based on case issues

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• Promoted from Level 1 Tech Support to Supervisor role within first year

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