Josh Petraglia
Digital Care Coordinator
  • Broomfield,
  • Colorado,
  • United States
Member Since: 2017/06/02
Industry: Security/Protective Services
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Total points4,940
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Posts: 3
Professional Background
Digital Care Coordinator
Webroot
May 2017 – Present
- Promptly answering customer inquiries across all digital channels:
Facebook, Twitter, Email, Blog, Geek Squad forums, Reddit, PCMag, etc.
- Responding to reviews across multiple platforms to further retain customers:
Amazon, Google Play, Bazaarvoice, Chrome Store
- Being the go-between for customers by opening support tickets on their behalf
- Creating educational forum posts to be used in the monthly newsletters for both Business and Consumers
- Moderating daily in the Webroot Community to assist new users and help mediate any conflict
- Engaging in the Spiceworks Community to answer questions and promote brand awareness
- Overseeing Needle advocates and all sales transactions made through chat conversations
- Organizing days for 300+ Employees to utilize their yearly allotted volunteer hours
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Full Biography

Collaboration is my main forte! I hold the belief that an idea can only grow and expand with the proper nurturing from individuals sharing a unified goal. It's better to voice all opinions and any concerns now instead of having to deal with the roadblocks that will pile up later down the road if left unaddressed.

My primary manifesto is to leave no issue unaddressed for every user. Whatever I can do to help facilitate a solution that helps the customer feel at ease with not only our service and the product, but their entire experience as a whole. Having those positive interactions in the public domain is essential to building a Community of synergy to boost Sales and drive Retention.

Disgruntled customers are my absolute favorite; having them do a complete 180 is gratifying both personally and professionally.

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Level Progress

Current: Level 1
Josh needs 3,060 points to level up.
LVL 2
  • Overall
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  • Windows OS
    1
  • Outlook
    1
  • PC
    1
  • Webroot
    1

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