Joshua D Smith
About Joshua D Smith
Joshua D. Smith is a Level 1 Customer Services Support professional with extensive experience in technical support and customer service. He has worked in various roles within the telecommunications sector and has developed strong troubleshooting skills and leadership abilities.
Current Role at inContact
Joshua D Smith currently serves as a Technical Support Engineer II at inContact, a position he has held since 2017. In this role, he is responsible for troubleshooting and resolving technical issues related to telecommunications services. He works within a flexible schedule to ensure customer support availability, providing on-call services as needed. His experience in this position has contributed to his technical expertise and customer service skills.
Previous Experience at Medicity
Prior to his current role, Joshua worked at Medicity as a Level 2 Technical Support Services Engineer from 2013 to 2017. During his four years in this position, he gained valuable experience in technical support, focusing on customer service and technical issue resolution. He has also been involved in providing Level 1 Customer Services Support at Medicity since 2013, accumulating over 11 years of experience in this capacity.
Educational Background
Joshua D Smith has a diverse educational background. He studied at the University of Phoenix, where he achieved degrees in Human Services and Management, Human Services, and Health Sciences. Additionally, he attended Snow College, focusing on Health Sciences. He also studied at the University of Utah, where he pursued Human Services, General. This educational foundation supports his roles in customer service and technical support.
Technical Skills and Expertise
Joshua possesses strong technical skills, particularly in reading and analyzing network diagrams, which aids in troubleshooting and resolving technical issues. He has experience with a variety of telecommunications services, including VoIP, T1, DS3, Ethernet, OC-X, and Toll Free services. His familiarity with ticketing systems such as HEAT and Rally enhances his ability to manage and resolve technical support issues efficiently.
Leadership and Sales Experience
Joshua developed leadership skills as an Eagle Scout, which he has further honed through his professional experiences. He also has a background in sales within the mortgage and motorized wheelchair industries, where he emphasized customer service and product presentation. This combination of leadership and sales experience contributes to his effectiveness in customer support roles.