Years of experience: 26

CopywritingCall CenterContent WriterProofreaderEditorBlog Manager

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Matt's Career Path
Technical Support DirectorOct. 2021 -
Oct. 2022
KhorosTechnical Support Director
Portland, Oregon Metropolitan AreaManaged a 24x7, worldwide team of 20 (multiple U.S. time zones, UK, and India) including managers and team leads. My team was responsible for the technical support of Khoros’s SaaS Social Media Management/Analytics and no-code AI chatbot tools hosted on AWS. Accomplishments/Responsibilities: • Managed technical support quality (response times/resolution times, CSAT, Knowledge Base) using tool...
Technical Support ManagerOct. 2020 -
Oct. 2021
Dealer Spike LLCTechnical Support Manager
Portland, Oregon Metropolitan AreaManaged a team of 20+, including managers, which was responsible for the support of Dealer Spike’s on prem / SaaS web platform. Dotted-line responsibility for an offshore group (30 agents) as well. In addition to post-sales support, my agents also developed custom pages and utilities using HTML/CSS and JavaScript. BPO - coordinated offshore resources. Accomplishments: • Achieved CSAT scores a...
Technical Support ConsultantMay. 2019 -
Present
Landrum ConsultingTechnical Support Consultant
Portland, Oregon Metropolitan AreaConsulted with multiple start-ups. Here are some highlights. Script development, customer support, and technical writing for a company with an asset-tracking application targeted at municipal organizations (primarily water/sanitation departments and transportation departments. Strategic marketing, competitor evaluations, and technical writing for an SSD company. Support process consulting and...

Matt's Posts

  • About myself

    With extensive experience in technical support management and a solid foundation in technical writing, I offer expertise in creating comprehensive documentation, user guides, and training materials. Proficient in Microsoft Office and Snagit, I excel in content creation and community engagement.

  • Job Description

    I am open to both full-time and part-time positions, eager to leverage my skills in technical writing and content development to contribute effectively to dynamic teams. Extensive experience working with customers and cross-functional, cross-geography product teams.

  • How to contact

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