Josh de Rosa
a i Product Support Specialist @Lucas Ai
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WORK HISTORY
a i Product Support Specialist @Lucas Ai
Miami-Fort Lauderdale, FL, US
Provided Tier 1 and Tier 2 support for AI-driven software solutions, helping clients resolve technical issues, improve integration, and optimize workflow with Lucas AI products.Served as the liaison between end-users and internal development teams, gathering user feedback to contribute to ongoing feature development and platform enhancements.Created and maintained detailed documentation, troubleshooting guides, and training materials to improve customer onboarding and support efficiency.Led personalized walkthroughs and support sessions for enterprise clients, ensuring smooth adoption and usage of Lucas AI tools across various industries.Analyzed support trends and implemented proactive solutions, reducing recurring ticket volume by 20% and improving customer satisfaction scores.Collaborated with the product and QA teams to identify bugs, usability issues, and improvement opportunities based on real-world customer use cases
EDUCATION
Florida State University
Bachelor's degree, Information Technology
ABOUT JOSH DE ROSA
Highly motivated and detail-oriented IT graduate with a strong academic background in…
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