Spencer Oliphant

Background

About Spencer Oliphant

Customer focused Technical Support Specialist with 5+ years of experience providing support to clients for SaaS products. Skilled at providing technical training and product documentation for non-technical audiences. Passionate in acting as the voice of the customer and collaborating with other departments to further product capabilities and solving problems. Managed a multi-brand international ticketing system handling over tickets/year. Provided white-glove service to customers achieving 94%+ Customer Satisfaction (CSAT). Account management and support for over 10 SaaS products simultaneously. Developed and presented training plans for both support technicians and end users. Crafted technical documentation to contribute to Knowledge Center with hundreds of articles. Zoom administrator for enterprise subscription handling over 1,200 accounts. Improved customer satisfaction (CSAT) by 20% in less than 1 year. Oversaw sales growth of 10-20% YOY at up to $1.5 Million location. n – Zendesk Administration, Ticketing workflow and triage, Form creation, Site integration, Guide Documentation, Macros, Automations, API’s and Reporting. – Account management, Product specialist, creating product guides and training. – Creating SOP’s, Account management, Training, Support, Usage Reporting. – White-glove service, CRM systems, Ticket escalation, Email support, Phone Support, Supporting Non-technical customers, Improving Customer Satisfaction (CSAT).