Technical Support Specialist

Hey, I'm

Laila.

Technical support at Hosting.com with 4+ years helping teams resolve complex issues fast. 

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About

I have 4+ years of experience in WordPress and hosting support. I troubleshoot WordPress issues, perform site migrations, implement visual tweaks, and configure WooCommerce stores. I regularly use WP-CLI or SSH for troubleshooting. 

Alongside the technical skills, I’ve also built strong customer support skills, including proven experience as a Subject Matter Expert where I handled escalations and mentored teammaes.

Experience

hosting.com
(fixed.net team)

STACK

Click here
Click here
Click here
Click here
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Click here
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hostinger
international

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STACK

Click here
Click here
Click here
Click here
Click here
Click here
Click here
Click here

Skills

Tools and technologies I work with daily.

WordPress

WP-CLI · SSH cPanel · Plesk FTP / SFTP

Server & CLI

WP-CLI · SSH cPanel · Plesk FTP / SFTP

DNS & Email

WP-CLI · SSH cPanel · Plesk FTP / SFTP

Web Development

CSS · HTML · PHP

Skills

Tools and technologies I work with daily.

WordPress

WP-CLI · Elementor · WooCommerce · Multisite

Server

RHEL Linux · Ubuntu · cPanel · Plesk · Enhance

Programming

PHP · HTML · CSS · JavaScript · Shell Scripting

Non-Technical

Supervisory Skills  · Technical Writing · QA

Example Cases

Cases I’ve handled in my current job.

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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Maecenas sagittis eget neque eu congue. Phasellus sed fringilla ipsum, sit amet sodales dolor. Integer tincidunt mauris id eleifend viverra. Suspendisse a ipsum sodales, tempor erat a, commodo augue. Class aptent taciti sociosqu ad litora torquent per conubia nostra, per inceptos himenaeos. Mauris scelerisque porta nunc non fringilla. Morbi quis consequat magna.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Maecenas sagittis eget neque eu congue. Phasellus sed fringilla ipsum, sit amet sodales dolor. Integer tincidunt mauris id eleifend viverra. Suspendisse a ipsum sodales, tempor erat a, commodo augue. Class aptent taciti sociosqu ad litora torquent per conubia nostra, per inceptos himenaeos. Mauris scelerisque porta nunc non fringilla. Morbi quis consequat magna.

hosting.com
(fixed.net team)
  • Maintain updates, monitor, and provide technical support across 1,500+ websites.
  • Handle customer website’s inquiries simultaneously via ticket, live chat and phone.
  • Troubleshoot website errors, ranging from fatal errors to WooCommerce checkout issues.
  • Set up complex configuration such as payment gateway or shipping plugins.
  • Tweak websites’ design by using builder plugins (e.g. Elementor) or implementing CSS, HTML, or simple PHP.
  • Optimize website speed to increase GT Metrix and PageSpeed score.
  • Skilled in migrating WordPress sites across platforms using plugins, FTP, or via Secure Shell (SSH/WP-CLI).
  • Handle hosting-related inquiries such as SSL, DNS Records, etc.
  • Assist with pre-sales questions to onboard new clients.
  • Participate as a WordPress contributor as part of the Polyglot team.

Experience

hostinger
international
  • Handled 60–80 live chats per day and emails (6-8 conversations simultaneously) to help customers with their hosting-related inquiries, such as website migration, SSL, or DNS Record configuration.
  • Led shift as Subject Matter Expert (SME), overseeing the fast-paced operation to ensure enough coverage during peak hours.
  • Served as a point of escalation for technical and edge-case issues.
  • Trained new joiners by designing materials, conducting workshops, shadowing, and doing QA.
  • Assisted new clients with pre-sales questions and gave tailored upsell suggestions.
  • Collaborated with cross-functional teams, including technical, billing, and product, to improve customer experience.
  • Awarded 2x Best CS Specialist and Queen of Upsell (2022).