Wordpress Support Engineer (Tier 2)

• Oct 2022 - Present

• Supporting customers via support forum & ticketing system and other communication channels • Combining technical expertise with customer service to resolve questions and issues with speed and efficiency • Taking every opportunity to delight customers and exceed their expectations so much that they HAVE to tell others • Identifying patterns and recommending improvements to management • Handling large amounts of incoming tickets and responding in a timely manner • Keeping constant communication with management • Authoring Success documentation for customer-facing Help Center • Providing suggestions on methodology, processes, and tools to increase team effectiveness Show less

Freelance

• Oct 2016 - Jan 2023

I take up projects for small businesses and help them build their dream websites. I take up projects for small businesses and help them build their dream websites.

• Dec 2019 - Aug 2022

My reponsibilities includes but not limited to:• Build websites using WordPress.• Design new features for existing websites.• Work on a new mobile optimization project to expand the company into mobile website development services.• Customize the site as per client’s brief and make a valid suggestion into it.• Optimize 100 score in google page speed test report for the websites made.• Diagnose & Handle multiple server bugs of the websites in hand via CPanel.• Migrate sites from server to server or domain to domain• Integrate multiple elements like google analytics, tag manager fb pixel to the website.• Optimize the cache plugins used on the site for the best results. Show less

• Dec 2019 - Aug 2022

My responsibilities include but not limited to:• Provide technical support to multiple clients.• Manage a user guide to help clients understand site features and management of the website to increase visitor satisfaction.• Handle multiple customer support for all queries and assign to the team.• Co-ordinating between the team & client. The follow-up process ends after the client is satisfied under my supervision.