I lead the PureHosts support team, ensuring every client receives fast, empathetic, and technically accurate assistance. Our mission: resolve issues before they become problems.
At PureHosts, we believe support is not just about fixing issues — it's about building trust. My team is trained to diagnose hosting problems (server errors, DNS misconfigurations, email delivery) and communicate solutions clearly, even for non-technical users.
We use a modern ticket system with SLAs, live chat, and proactive outreach. Our goal: first-response time under 15 minutes, and 98% client satisfaction.
How I keep PureHosts clients happy and systems healthy
Empathetic communication, expectation management, and de-escalation techniques.
Diagnosing HTTP errors, email delivery failures, FTP issues, and permission problems.
Setting up FTP accounts, permissions, and guiding clients through file deployments.
Training support agents, monitoring KPIs, and driving continuous improvement.
Leading the support team to resolve tickets, live chats, and emails with professionalism and speed.
Diagnosing and fixing server-side issues (Apache errors, PHP config, database connections) for clients.
Assisting team members and clients with FTP accounts, file permissions, and upload procedures.
Ensuring every client interaction ends with a positive outcome and measurable satisfaction.