avatar

Hello,
my name is Joshua35yo and I ️ Support!

About Me

• Leadership
• Customer Advocacy
• Collaboration
• Communication
• Empathy
• Flexible
• De-escalation
• Technical Troubleshooting
Experienced technical support professional with a demonstrated history of working in the SAAS industry. Skilled in cultivating rich customer relationships, advanced problem solving, team building, public speaking, and servant leadership. Holding the perfect balance between being technically minded, caring, and empathetic.

Experiences

Articulate
09/2020-Current
Sales Engineer
Articulate
06/2018-9/2020
Senior Technical Support Engineer
Collaborating cross-departmentally, pairing empathy with deep, broad technical knowledge to defuse our customer's most technical challenges with grace.

Enabled the support team to clear technical hurdles, better serve customer needs, and ensure security/privacy compliance through tool and processes development.
SurveyGizmo
06/2017-06/2018
Support Team Lead
Refined processes, systems, and tools to improve the customer support experience for both parties. Lead six support agents, holding regular one-on-ones focusing on employee development. Monitored live support channels, triaging incoming support, handling advanced escalations, and support recovery.
SurveyGizmo
2016-04/2016
Technical Support Hero
Provided frontline support assisting customers with their most challenging technical problems. Advocated on their behalf, replicating issues, providing creative workarounds and creating high-quality bug reports. Supported SSO, XAPI, REST API
Crocs
2015-2016
Customer Support Rep
Constructed over 40 email templates and various improvement aiding to boost customer satisfaction, productivity and the department as a whole.
The Old City
2014-2016
Co-Founder & Executive Director
Developed a prayer ministry, working along side churches and creating a community prayer center resulting in an increase in the level of prayer in the city.
Joshua Crigger Photography
2005-2014
Owner & Lead Photographer
Successfully ran and maintained every aspect of a commercial and consumer photography business working with clientele ranging from CEO and physicians to infants and families.

Education

  • 2007

    The Art Institute of Colorado

    Associate of Applied Science in Commercial Photography. Relevant Studies: Advertising, Marketing & Communications, Web Design

  • 2016

    John Hopkins University - Via Coursera

    HTML, CSS, and Javascript for Web Developers

  • 2018

    University of Michigan - Via Coursera

    Python - Web databases, web data and data structures

Hard Skills

HTML
CSS
JavaScript
Python
API
Beginner
Proficient
Expert
Master

Languages

English
Portugese

Hobbies

Torah
Micro Electronics
Programming
Skateboarding
DIY
Climbing
Woodworking
Funtivities
Front-end Design
Learning