Joshua Hernandez

Customer Support & IT Service Manager with 6+ years of experience leading technical support operations in global, high-volume environments. Proven track record managing Tier 1 teams, optimizing support processes, and improving key performance metrics including CSAT, First Contact Resolution (FCR), and Resolution Time. Experienced in SaaS and enterprise IT support, with strong expertise in SLA management, escalation handling, and cross-functional collaboration with Sales, Customer Success, and technical teams.

Recognized for driving operational efficiency, enhancing customer experience, and developing high-performing support teams across international operations.

Customer Support Manager at TeamViewer (2025-02 – 2026-03)

• Led a global Tier 1 support team of 29 specialists across Mexico and the United States supporting SaaS customers.
• Managed high-volume ticket operations while maintaining SLA compliance and high service quality standards.
• Drove improvements in key KPIs including CSAT, First Contact Resolution (FCR), and Resolution Time through process optimization and team performance management.
• Partnered with Inside Sales and Customer Success Managers (CSM) to resolve customer issues and support retention.
• Handled escalations and coordinated with technical teams to resolve complex customer cases.
• Developed team performance through structured coaching, feedback sessions, and operational guidance.
• Drove continuous improvements in support workflows and documentation to increase efficiency and customer satisfaction.

Team Leader - IT Service Desk at HCLTech (2020-11 – 2025-02)

• Supervised service desk analysts providing Level 1 IT support to enterprise users.
• Managed daily support operations including ticket queue management, incident prioritization, and workload distribution.
• Monitored and improved KPIs including CSAT, First Contact Resolution (FCR), response time, and resolution time.
• Conducted coaching and performance reviews to support employee development and service quality.
• Assisted with onboarding and training of new analysts.

IT Service Desk Analyst at HCLTech (2017-12 – 2020-11)

• Provided remote technical support for users experiencing software, connectivity, and system access issues.
• Resolved incidents through ticketing systems while maintaining accurate documentation.
• Assisted users with IT service requests and troubleshooting support.

Bilingual Customer Service Representative at Teleperformance (2017-07 – 2017-12)

• Provided bilingual customer support in English and Spanish for international clients.
• Assisted customers with service inquiries, account issues, and general support requests.
• Maintained high customer satisfaction while managing high call volumes.

Mechanic engeniering – Universidad Tecnológica de México (2019-02 – 2021-06)