Joshua Crane

Background

About Joshua Crane

A results oriented technical support and customer service professional with expertise and accomplishments throughout 16 years in diverse IT related industries. Excels in building effective teams, problem solving and increasing overall customer satisfaction and retention- Broad experience supporting a wide array of products across a diverse range of industries, including eCommerce solutions, mobile wireless technologies, financial management solutions and internet connectivity software- Extensive experience managing all aspects of a customer service and technical support department, including talent acquisition, customer training, technical collateral creation and documentation, as well as gathering and aligning key customer service metrics with company goals- Experience managing the customer renewal process across multiple products and additional services, consistently meeting or exceeding company goals- Direct experience creating, implementing and testing new customer service and support tools designed to increase team efficiency and improve the customer's ability to self serve- Broad experience working with sales, product management, engineering and quality assurance teams to help ensure solutions align with customer requirements and feedback- Experience managing customer training programs designed to educate and better integrate products and services within customer organizations, directly contributing to increased customer retention rates and decreased technical support inquiries- Direct experience acting as the account manager and primary point of contact on all customer service and support issues for multiple Fortune companies.