Khrystyna

Technical support

ThemeRex.net • Parttime

Oct 2019 - Dec 2025 • 6 yrs 2 mos

Ticket Management: Managing and resolving customer inquiries through the official ticket system. Theme Installation & Setup: Assisting users with "one-click" demo data installation and initial theme configuration. Bug Identification & Fixes: Troubleshooting theme-related issues, identifying bugs, and providing minor technical fixes to ensure stability. Product Guidance: Explaining theme-specific features, settings (typography, color schemes, layouts). Compatibility Troubleshooting: Verifying server requirements (PHP versions, memory limits) and ensuring compatibility with core plugins like Elementor or WooCommerce. License & Update Assistance: Helping clients with license key activation, domain disconnections, and guiding them through the update process via ThemeForest. Documentation Maintenance: Directing users to online documentation, video tutorials, and articles to encourage self-service for common issues. Service Triage: Distinguishing between standard support (included with purchase) and out-of-scope requests such as complex customizations or third-party plugin integrations.

Technical support

Template Monster • Fulltime

Oct 2012 - Nov 2016 • 4 yrs 1 mo

Multi-Platform Assistance: Providing technical guidance for various CMS platforms, including WordPress, Shopify, Joomla, Magento, and PrestaShop. Installation Support: Assisting customers with the installation of themes and the import of sample data (demo content) to match the live preview. Troubleshooting & Debugging: Identifying and resolving frontend and backend issues, such as CSS/JS conflicts, server errors (404, 500), and plugin incompatibilities. Live Chat & Ticket Management: Delivering real-time solutions via the TemplateMonster Help Center and managing email tickets within established SLAs. Pre-Sales Consultation: Advising potential buyers on product features, licensing terms, and server requirements to ensure the product meets their project needs. Extension & Plugin Support: Helping users configure core built-in tools like Elementor, JetPlugins, and WooCommerce. Update & Migration Guidance: Assisting clients with theme updates and providing basic advice on migrating sites to new versions or hosting providers. Service Upselling: Recommending relevant professional services from the TemplateMonster Service Center, such as website speed optimization or SEO copywriting, when a task exceeds standard support. Quality Assurance: Reporting recurring bugs to the development team or independent vendors to improve product quality on the marketplace.