WP Engine
Technical Support Specialist
July/2017
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August/2018
- Provided technical support , assisting customers who contacted support with issues related to their WordPress websites, diagnosing and resolving issues to ensure websites were operational.
- Supported SMB and Enterprise customers with website setup, monitoring, incident management, analytics, and defense against cyber attacks. Managed and analyzed website traffic in real-time, particularly for high-traffic sites experiencing peak user loads in the millions, to ensure site stability during periods of heavy traffic.
- Retained the highest customer satisfaction rating and innovated visual tutorials and documentation for customers to self-troubleshoot, increasing efficiency of customer support and decreasing support tickets by 10%.
- Interacted positively with non-WP Engine customers, leading them to transition their business to the platform after resolving their issues and becoming satisfied customers.
- Managed high-priority escalated chats and tickets from technical support specialists, collaborating with both the initial tech and the customer to successfully resolve complex issues.