Looking for a job

Matt User

@mattjowen1991

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Customer-focused Technical & Product Support Specialist with SaaS expertise.

United Kingdom

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What I'm looking for

I am looking for a remote or hybrid role in a tech company that values innovation and collaboration, where I can leverage my technical support skills and contribute to exceptional customer experiences.

As a dedicated Technical & Product Support Specialist with over 4 years of experience, I have honed my skills in supporting SaaS platforms and remote-first teams. My expertise lies in diagnosing complex technical issues, managing SSO/SAML integrations, and creating user-friendly documentation that enhances customer experience. I pride myself on my holistic, solutions-oriented approach and proactive communication across teams, which has consistently led to exceptional customer satisfaction.

In my recent role at ProdPad, I provided live chat and email-based support, utilizing tools like HelpScout and Slack to resolve user issues effectively. I also played a key role in onboarding new team members and led virtual company socials, fostering a collaborative environment. My technical skills include SQL, Papertrail, and Mixpanel, which I leveraged to troubleshoot and improve workflows, ensuring a seamless user experience.

I am actively seeking a remote or hybrid position within a forward-thinking tech company where I can continue to grow and contribute my skills in customer support and technical troubleshooting.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

ProdPad

Oct 2022 - May 2024 (1 year 7 months)

Delivered live chat and email-based SaaS support using HelpScout and Slack community. Diagnosed technical issues using SQL, Papertrail, FullStory, Mixpanel, and internal tools, while also supporting SSO/SAML setup and troubleshooting. Authored help centre articles, FAQs, and video walkthroughs, publishing bi-weekly release notes.

SaaS Support Slack SQL Papertrail Fullstory Mixpanel SAML Zapier Documentation Help Scout

Product Support Specialist

Bookwhen

May 2021 - Oct 2022 (1 year 5 months)

Provided remote support via Intercom, Zoom, Teams, and email for a global booking platform. Resolved user issues and escalated bugs, improving customer workflows and adoption. Managed franchise onboarding and support, and created help centre content.

Intercom Zoom Microsoft Teams Email Support SaaS Support Workflows Franchise Management Content Creation

Live Chat Agent

AnyVan Ltd

Aug 2020 - Mar 2021 (7 months)

Delivered high-volume live chat support for logistics and transport services. Managed bookings, quotes, and issue resolution while maintaining strong KPIs.

Live Chat Support Logistics KPIs Customer Service

Customer Consultant & Assistant Manager

Carphone Warehouse

Jan 2017 - Dec 2020 (3 years 11 months)

Provided customer consultation and managed retail operations in a dual role. Supported sales targets and ensured high levels of customer satisfaction.

Customer Service Sales Team Leadership Consultation

Team Leader

Co-op Group

Jan 2016 - Dec 2017 (1 year 11 months)

Led a team within a retail environment, overseeing daily operations and staff performance. Ensured efficient service delivery and adherence to company standards.

Team Leadership Performance Management Customer Service