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Work Background
Freelance Consultant
JonathanScottJ ConsultingFreelance Consultant
Jul. 2022Santa Clara, California, United States• Led client workshops to optimize customer support workflows and designed sandbox environments for testing Zendesk and Asana configurations. • Provided admin support across Zendesk Suite and integrated systems in Santa Clara, California. • Achieved streamlined workflows resulting in improved efficiency and customer satisfaction.
Solutions Consultant
729 Solutions - Engineering Amazing TechnologySolutions Consultant
Jun. 2021 - Jun. 2022San Francisco Bay Area• Partnered with clients to implement efficient CRM workflows tailored to their operational goals. • Maintained sandbox and live environments for Zendesk and Asana. • Delivered system documentation, configuration, and training.
Support Engineer
TipaltiSupport Engineer
Jun. 2019 - Jan. 2021San Francisco Bay Area• Enhanced internal workflows, boosting CSAT from 89.2% to 93%. • Doubled response rate from 7% to 14.8%. • Supported API and technical ticket resolution for Tipalti's payment platform. • Maintained 90%+ personal CSAT across all support interactions.
Tier 3 Support Agent - Adobe Sign
AdobeTier 3 Support Agent - Adobe Sign
Jul. 2013 - Apr. 2019San Jose, CA• Managed Zendesk and integrated CRM systems (Salesforce, JIRA, LivePerson) for Tier 3 Support at Adobe Sign. • Owned escalations, handled mission-critical support tickets, and maintained Confluence documentation. • Contributed to support site architecture and special projects.
Customer Support Representative (Contract)
NCsoftCustomer Support Representative (Contract)
Aug. 2012 - Oct. 2012Austin, Texas Area• Provided Tier 1 & Tier 2 support for Guild Wars 2 launch using Oracle RightNow. • Conducted post-launch analysis to enhance player experience. • Collaborated with cross-functional teams to implement support strategies. • Improved customer satisfaction ratings by 15% through efficient support solutions.
Senior Customer Support Representative & Special Projects/Analytics
Cryptic Studios/Perfect WorldSenior Customer Support Representative & Special Projects/Analytics
May. 2011 - Jul. 2012Redwood Shores, CA• Managed Tier 3 support for Champions Online, ensuring timely resolution of technical issues. • Collaborated cross-functionally to escalate and resolve complex support initiatives. • Maintained support data and analytics using internal tools to improve customer satisfaction.
Quality Assurance Tester
Namco Networks America Inc.Quality Assurance Tester
Jun. 2008 - Jun. 2009San Jose, California, United States• Conducted detailed testing of mobile applications to ensure functionality, stability, and compliance with internal, carrier, and manufacturer specifications. • Documented and tracked software bugs using TestTrack, recreated issues, and provided clear screenshots and steps to assist developers in resolving defects. • Collaborated with producers and engineers to validate fixes and maintain high-quality releases for handheld platforms across multiple projects.
Store Manager / Sales Associate
Rosetta StoneStore Manager / Sales Associate
Sep. 2007 - May. 2011• Managed sales, staffing, and customer training for language learning software at Rosetta Stone. • Led internal QA testing and troubleshooting efforts to ensure product quality and customer satisfaction. • Promoted twice from Sales Associate to Store Manager for exceptional performance and leadership skills.
Quality Assurance Associate
TZ Management ServicesQuality Assurance Associate
Oct. 2006 - Oct. 2007San Jose, California, United States• Reviewed and processed incoming reports for accuracy and compliance with company policies and legal standards. • Investigated system errors submitted by users and resolved minor issues independently or escalated complex cases to the appropriate technical staff. • Maintained detailed documentation to track error trends and improve internal reporting workflows.

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