- Provide technical support to hosting customers through live chat and Zendesk tickets, managing concurrent chats.
- Diagnose and resolve common web hosting and WordPress issues, identifying root causes where possible.
- Troubleshoot WordPress core files, plugins, themes, and configuration errors.
- Answer server-side queries, inspect DNS records, update SSL certificates, and troubleshoot website accessibility.
- Handle basic MySQL database queries and migrations.
- Use Linux command-line tools to diagnose and troubleshoot server-side issues.
- Document issues and escalate complex tier-2 technical problems to senior teams.
- Meet KPIs including CSAT, AHT, QA scores, Acceptance Rate, and Average Customer Wait Time.
- Maintain an active, responsive presence on Slack and Zendesk during shifts.
MySQLWordPressZendesk