Joshua MacDonald
Customer Support Representative at ChurnZero- Claim this Profile
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Bio
Credentials
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FAA Part 107 (Small UAS) License
Federal Aviation AdministrationJun, 2019- Nov, 2024
Experience
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ChurnZero
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United States
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Software Development
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100 - 200 Employee
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Customer Support Representative
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Sep 2020 - Present
• Manage the queue of incoming support cases via phone and email to ensure friendly, timely, and effective resolution of questions and issues. • Investigate and resolve product bugs, alone and through collaboration with other ChurnZero teams. • Productively respond to customer feedback; offer creative alternatives and best practice guidance whenever possible. • Provide accurate and complete information to customers and to other ChurnZero team members using the right methods and tools. Show less
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Measure, now AgEagle
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United States
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Software Development
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1 - 100 Employee
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Technical Support Lead
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Apr 2019 - Apr 2020
• Provided high-quality, responsive customer support via phone and email, answering questions and helping customers successfully use Measure’s Ground Control SaaS software platform • Developed, revised, and maintained product and technical support documentation, including product manuals, user guides, technical articles, and an online Knowledge Base • Proactively solved problems and developed troubleshooting steps to remedy technical concerns • Shared knowledge across multiple departments to help improve Measure’s products and services and create an overall excellent customer experience Show less
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Joshua MacDonald
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Remote
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Freelance Consultant
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Mar 2016 - Apr 2019
• Managed an online-based niche travel business including booking of complex award redemption itineraries while living overseas • Maintained a deep knowledge of the industry and relevant markets, including evaluation of changing business trends for potential impact on operations • Analyzed customer data to measure success and identify trends, adjusting processes when needed to consistently meet or exceed business growth objectives and maintain service quality • Managed an online-based niche travel business including booking of complex award redemption itineraries while living overseas • Maintained a deep knowledge of the industry and relevant markets, including evaluation of changing business trends for potential impact on operations • Analyzed customer data to measure success and identify trends, adjusting processes when needed to consistently meet or exceed business growth objectives and maintain service quality
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Flow-Cal, Inc. (acquired by Quorum Software)
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United States
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Oil and Gas
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1 - 100 Employee
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Support Representative 2
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Feb 2014 - Mar 2016
• Managed a queue of trouble tickets, making sure they were solved quickly and efficiently • Installed and upgraded Oracle and SQL Server databases • Prioritized issues as they are reported over the phone or via email • Hosted online meetings for customers to troubleshoot or perform installations • Created detailed documentation to reproduce software defects • Created detailed documentation when customer requested new enhancements • Managed a queue of trouble tickets, making sure they were solved quickly and efficiently • Installed and upgraded Oracle and SQL Server databases • Prioritized issues as they are reported over the phone or via email • Hosted online meetings for customers to troubleshoot or perform installations • Created detailed documentation to reproduce software defects • Created detailed documentation when customer requested new enhancements
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HAL, Inc.
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Information Technology & Services
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700 & Above Employee
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Software Support Specialist
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Apr 2012 - Sep 2013
• Provided day-to-day customer support on C2C applications using various troubleshooting methods such as querying SQL tables and verifying data within the application • Tested problems and glitches that arise and determine root cause; if needed, write up technical requests for development team to resolve • Served as a Business Analyst to clients by determining requirements and communicating with HAL management regarding how customer requests fit into development timeline • Delivered training on HAL specific software for clients in person, via phone, and e-mail • Backedup and updated customer databases in a SQL environment • Maintained customer network printers and RF scanners Show less
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Avaya
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Technical Support Specialist
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Feb 2008 - Aug 2011
• Handled technical support for the US Patent and Trademark Office's (USPTO) electronic filing system (EFS) and its related software • Answered troubleshooting calls and inquiries from customers concerning the use of EFS, electronic filing of patent applications, troubleshooting PC configuration and application problems and providing guidance in Patent application business processes and procedures • Tested and evaluate new USPTO systems and procedures before public roll out • Handled technical support for the US Patent and Trademark Office's (USPTO) electronic filing system (EFS) and its related software • Answered troubleshooting calls and inquiries from customers concerning the use of EFS, electronic filing of patent applications, troubleshooting PC configuration and application problems and providing guidance in Patent application business processes and procedures • Tested and evaluate new USPTO systems and procedures before public roll out
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Sony Style
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McLean, VA & Boston, MA
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Solution Specialist
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May 2006 - Jan 2008
Provided training to new employees, including managers and sales associates Relayed content of nationwide teleconferences on new products and promotions to co-workers Assisted the management team as needed to supervise the sales floor in high-volume, high traffic times Advised customers on products most suitable to meet their varied requirements Provided training to new employees, including managers and sales associates Relayed content of nationwide teleconferences on new products and promotions to co-workers Assisted the management team as needed to supervise the sales floor in high-volume, high traffic times Advised customers on products most suitable to meet their varied requirements
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Wentworth Institute of Technology
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United States
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Higher Education
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700 & Above Employee
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Helpdesk Assistant
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Sep 2004 - May 2005
Aided five to ten students and teachers per shift with problems related to PC and MAC computers Handled media requests for laptops, LCD projectors and other teaching aides; delivered and installed equipment Answered on average fifteen troubleshooting phone inquiries per shift Aided five to ten students and teachers per shift with problems related to PC and MAC computers Handled media requests for laptops, LCD projectors and other teaching aides; delivered and installed equipment Answered on average fifteen troubleshooting phone inquiries per shift
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Education
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2004 - 2007
Wentworth Institute of Technology
Bachelor of Science, Management; Management of Technology
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