Mansoor Ali Khan

Mansoor Ali Khan WordPress Technical Support Specialist Located at: Sialkot (City of Sports), Punjab, Pakistan -51260 Call / WhatsApp: - TEXT:-Online: https://www.linkedin.com/in/imansooralikhan PROFESSIONAL SUMMARY Experienced Tech Support Specialist with 7 years of experience in delivering top-notch support services, ensuring that the customers receive the best experience possible because customer satisfaction is always my priority. I always strive to solve problems. Can explain Technical details non-technically. My core skills include customer service, customer delight & success ­­­management (CSM). I have strong analytical skills. I can tweak, optimize, improve and investigate WordPress installations & create well-written, informative documentation. I can provide support with exceptional, immediate and personalized support communicated with sincerity and empathy. I always look for process improvement points and suggest solutions which help me in hunting down the root cause of any errors and utilize my troubleshooting skills at my best. SKILLS PROFILE: Excellent writing skills. Can explain technical non-technically. High proficiency with WordPress, and its theme-plugin ecosystem. Proficient knowledge of HTML and CSS. Intermediate understanding of JavaScript and PHP. Well-versed with Browser based debugging and developer tools. A decent understanding of the WordPress load sequence and hooks to be able to isolate potential sources of issues. Experienced with PhpMyAdmin MYSQL for windows to explore database tables. Been managing 6 WordPress websites for the past 7 years. Can install and configure WordPress themes and plugins like a pro. Provided technical support to customers on tickets, live chat or forums. Excellent with troubleshooting and debugging issues with themes and plugins and can clean malware sites too. Write detailed bug reports. EXPERIENCE AngellEYE Consulting, Remote - WordPress Technical Support & SQA Processed over 40+ support requests received per day & Maintained Minimum Response time and meet SLA Created Informative & Well-written Knowledge Base & Video tutorials for company products. Provided support via wordpress.org forum, Github projects support & PayPal forum support & Moved company from classic email-based support to Live chat and social media Chat support. TOOLS USED JIRA SERVICE DESK Jira Automation, Jira Project management and Sprints Cridio Studio, Lahore - WordPress Technical Support Manager Managed helpdesk with 3 teammates. Processed over 60+ support requests received per day Maintained Minimum Response time and meet SLA Provided forum support via ThemeForest author forum Created Informative & Well-written Knowledge Base & Video tutorials for company products. Moved company from classic email-based support to Live chat and social media Chat support. TOOLS USED WordPress Based Chat Support Plugin ChimpSolutions, Lahore - WordPress Technical Support & SQA Managed help desk and support forum. Processed 70+tickest per day Moved from classic non-documentation-based support through documentation, how-to articles and how-to videos. EDUCATION Virtual University of Pakistan, Lahore - BS Information & Technology CERTIFICATIONS Technical Support Fundamentals by Google (link) Customer Service Foundation ( Linkedin See Credentials ) Customer Service: Managing Customer Expectations ( Linkedin See Credentials ) Writing Customer Service Emails ( Linkedin See Credentials )