Prognova

• Own end-to-end customer support for live, customer-facing websites and web applications • Handle L2/L3 escalations related to WordPress websites, front-end issues, and web application functionality • Troubleshoot issues such as website errors, broken pages, form issues, plugin conflicts, UI/layout problems, and browser compatibility issues • Use working knowledge of HTML, CSS, and JavaScript to analyse and identify root causes of issues • Manage incoming support tickets, define priorities, and ensure strict adherence to SLAs • Analyse reported issues to determine whether they are user errors, configuration issues, bugs, or enhancement requests before routing to development teams • Act as the main point of contact for key international clients, providing clear, confident, and professional communication • Coordinate with developers, QA, and project teams to explain issues clearly and ensure timely fixes and smooth deployments • Validate and test fixes on staging or production environments before confirming resolution with clients • Guide, mentor, and review the work of junior support engineers to maintain consistent service quality • Create and maintain internal documentation, troubleshooting guides, and knowledge base articles • Identify recurring issues in customer-facing websites and suggest process or product improvements • Monitor support KPIs such as ticket volume, resolution time, SLA compliance, and escalation trends • Prepare and share regular support performance reports and insights with management • Use remote support tools such as AnyDesk or TeamViewer when required • Ensure high levels of customer satisfaction through proactive communication and effective issue resolution