Summary
Overview
Work History
Education
Skills
Timeline
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Matt Cole

Las Vegas,NV

Summary

Experienced Customer Success & Technical Support Specialist with over 12 years in SaaS and tech industries. Dedicated to enhancing customer satisfaction, retention, and engagement. Proven expertise in streamlining support workflows, spearheading training programs, and implementing social media strategies to boost brand presence and community expansion. Skilled in fostering cross-functional partnerships to enhance the overall customer experience and equip teams with efficient, scalable procedures.

Overview

17
17
years of professional experience

Work History

Social Media & Technical Support Specialist

Dreamhost
07.2012 - 03.2025
  • Delivered expert-level support across hosting, domain, and email platforms for thousands of B2B and B2C customers via live chat, phone, and email, maintaining a high customer satisfaction rate reflected in a Trustpilot score of 4.7.
  • Reduced average customer response time by 40% by streamlining support workflows and developing internal documentation.
  • Spearheaded social media campaigns that increased followers by 25,000+ and boosted website traffic by 50% during key sales events.
  • Created and managed strategic social media calendars and multimedia content to increase brand awareness and engagement.
  • Acted as a customer advocate, providing feedback to product and development teams, contributing to product improvements.
  • Collaborated with marketing, sales, and support teams to ensure consistent messaging and customer experience.

Technical Support Specialist

CRMLS
12.2007 - 06.2012
  • Maintained a 95% customer satisfaction rating supporting real estate professionals on complex MLS platforms.
  • Conducted webinars and live training for 1,000+ users, improving product adoption and reducing support tickets.
  • Authored instructional guides and troubleshooting documentation, enhancing user efficiency and reducing support time.
  • Collaborated with product and engineering teams to resolve user-reported bugs and technical issues.

Education

Bachelor of Science - Computer Science

California State Polytechnic University
Pomona, CA
2007

A.S. - Computer Systems Networking and Telecommunications

Chaffey College
Rancho Cucamonga, CA
2005

Skills

  • Customer Lifecycle Management
  • Technical Troubleshooting & Remote Support
  • CRM Platforms (Zendesk, Intercom, SproutSocial)
  • Social Media Strategy & Content Creation
  • Onboarding, Training & Instructional Design
  • Cross-Functional Collaboration
  • Workflow Optimization & Incident Management
  • Data-Driven Engagement & Analytics

Timeline

Social Media & Technical Support Specialist

Dreamhost
07.2012 - 03.2025

Technical Support Specialist

CRMLS
12.2007 - 06.2012

Bachelor of Science - Computer Science

California State Polytechnic University

A.S. - Computer Systems Networking and Telecommunications

Chaffey College

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