It was a great experience working here - I totally recommend it if you're looking for a great company to work for.

After I had been promoted to a Support Manager role, I was responsible for client-facing support. My duty involved from monitoring the performance of my team (ticket, chat, phones) and assist customer service, technical support, sales and server health staff with advanced problems they were unable to resolve to make sure that all servers are up and running and in case of a hardware issue, contact the data center or escalate to on-call contacts as required.Among other things, I was in charge making decisions related to policy exceptions, handle the high priority helpdesk queue (unhappy customers, DMCA cases, etc.) and make sure that the support offered is up to company standards - *amazing customer services*- Monitoring performance of support employees (ticket, chat, phones) and also assist customer service, technical support, sales and server health staff with advanced problems they're unable to resolve on their own;- Make sure that all servers are up and running, try to solve all ongoing issues or escalate them to the Data Center or to the proper department in order to find a fix/solution as soon as possible;- I take care of urgent problems and make sure that the support offered is up to company standards - *amazing customer services*;- Contact point between customers, staff and management team;- Handle services recommendation for customers that need a professional advice;- Make decisions related to policy exceptions;- Make sure that my team is happy and in case of any internal problem - take action to solve as soon as possible;

As a Level 2 Technical Support Representative at Site5.com, I was responsible for responding to technical support tickets and occasionally assist customers in LiveChat. As well, I was in charge of reporting server related issues to our engineering department via an internal portal ( bedbug ) so they could proactively maintain the server fleet healthy and avoid any major disaster. - troubleshoot issues involving a variety of systems like: DNS, Apache, MySQL, cPanel/WHM, and others.- troubleshoot issues involving popular web applications ( Wordpress, Joomla, Drupal, Magento etc.)- collaborate with management and the systems team to solve complex technical issues.- identify potential issues and provide a constant feedback loop to the systems team.