Bajram Shillova

Startup : WP Engine is a leading startup company specializing in managed WordPress hosting solutions. With a strong focus on performance, security, and scalability, WP Engine provides a reliable platform for businesses and individuals to build and maintain their WordPress websites.

• Manage support shifts and drive team performance to exceed internal goals while ensuring exceptional customer service.
• Lead operations during critical outages, effectively coordinating client communication and collaborating with account managers and leadership team.
• Serve as primary point of contact for escalations, support specialists, management, and customer experience leadership team.
• Provide weekly assignments and lunch schedules, as well as assign daily/weekly tasks to team members for optimal productivity.

• Delivered comprehensive technical support to Enterprise-based clients through various channels, including chat, phone, and tickets.
• Demonstrated expertise in server infrastructure, diagnosing and resolving server issues within WP Engine's proprietary stack.
• Assisted colleagues with technical inquiries, contributing to a collaborative and knowledgeable support environment.

• Thrived in a fast-paced, multitasking environment, efficiently resolving customer issues and ensuring their satisfaction.
• Applied Linux-based bash commands and tools to troubleshoot server-side issues.
• Utilized MySQL, various file systems, LAMP Stack, Apache, and Nginx for effective problem-solving.

• Interacted with customers via live chat, phone, and email, providing technical troubleshooting for websites and servers on Linux and Windows platforms.
• Leveraged software programs such as WordPress, cPanel, WHM, and SQL databases to facilitate domain changes, DNS management, and server optimization.
• Assisted in configuring FTP, email, publishing, hosting, MySQL, and software installations.