Jose Varghese

→ I kept monitored line 1 and 2 inboxes to see the flow of the tickets, noticed anything major going on, and helped colleagues with issues where needed. → Helped customers convert from one subscription to another or bundle subscription without letting the customers wait for it. → Introduced new staging tools like Playground with plugin parameters to reduce the burden of troubleshooting issues locally. → Deep diving into any critical issues forwarded from lines 1 and 2, sharing the relevant information with the relevant colleagues, and writing a proper response for customers to ensure it's easy to follow to avoid further confusion or follow-up questions. → Kept the eye open for any major bugs that could affect many customers and informed the relevant team to avoid major chaos. → Handled public forum over WordPress.org by answering any open topics and made good impressions publically for the company. → Trained new colleagues to Line 2 to prepare them for handling support. → Worked closely with the development team to perform certain tests in the plugin or website when needed. → Provided live chat service to Yoast SEO customers during the Black Friday sale and helped other non-support colleagues who joined for the Black Friday sale

As a Production Support Engineer, I act as a bridge between support teams, development teams, and other technical units to ensure seamless issue resolution, improved functionality, communication, and efficient product delivery. The following are the major highlights of the current position I'm holding: > Identified and escalated critical bugs and top feature requests to the development teams, ensuring timely resolution and meeting customer expectations. > Writing bug reports with all information for the development team and testing team to easily reproduce and work on it > Played a key role in driving the inclusion of highly requested features, some of which had been pending for years, by collaborating with stakeholders to prioritize and deliver impactful updates. > Discussed with support teams to identify recurring issues and developed strategies to address them, reducing resolution time and support workload. > Worked closely with development teams to clarify requirements, validate fixes, and prioritize high-impact changes during development sprints. > Working closely with the quality assurance team to test specific features or bug fixes when needed to help them. > Contribute to the core code base for bug fixes and feature requests when needed. > Managing issues on the Jira board and GitHub public repositories for both customer support and the development team to reduce the gap and the time it takes to fix major bugs or introduce new features. > Monitor the public WordPress forum and internal support inboxes for reports, investigate them, and inform the company's security specialist. > Flagging issues on all the available issue management boards, even on Slack. > Keep being the bridge between the Support team and the Product to have a clear understanding of the customer base.

→ Handled difficult SEO-related tickets from 1st Line Technical Support Engineers with detailed answers. → Handled tricky technical tickets forwarded from 1st Line Technical Support Engineers to provide clear instructions on adding hooks, filters, actions, and even performing CSS customizations. → Spent a longer time to fine-tune responses to avoid follow-up questions from customers. → Troubleshooting production websites from customers to find out the conflict and offer the solution to customers. → Submitting clear bug reports to internal repositories allows the development team to reproduce the issue easily without switching between different things. → Identified the need for options in the plugin to submit proper feature requests and brought them to the appropriate team's attention. → Trained new colleagues joining the team to prepare them for handling customers. → Provided feedback to draft responses from new colleagues to improve further. → Wrote internal documentation for colleagues that was helpful while troubleshooting issues. → Drafted responses to the social media support team for queries on Facebook, Twitter, LinkedIn, Instagram, and Costco. → Responded to issues and questions at the public WordPress.org forum to ensure a better overall rating on the plugin page. → Provided live chat occasionally to engage better with customers and increase sales (i.e., during Flack Friday).

I have been a big fan of WordPress and Yoast since I started using WordPress in 2010. I learned the SEO basics by using the Yoast plugin and reading the blogs on their website. Now I am working at the same Yoast! > Kept the happiness score at least or above 95% from customer feedback. >Identified feature requests and bug reports based on the troubleshooting made on the customer's website or query. > Submitted clean and informative feature requests and bug reports to the internal repository for the appropriate team for further review.

I work on Progressive Web Apps, Web Designing, SEO, Digital Marketing, Branding and other cool stuffs that motivates me to improve the performance and user experience of websites that increases conversions

Started the PWA journey when I get to know when Googler's mention PWA within IO 2016. During the keynote Google team showed Washington Post website and mentioned: "It's the future of the web". I just simply checked the Washington Post website to test it out (Update: Right now while you're reading this, Washington Post is not a PWA). That one really surprised me, the website works like a charming app and offline. On that day itself, I was got very enthusiastic to know how it works and read all the articles available over the internet to know more on it and tried to make a PWA over my website. Started with a manifest and service worker, but sadly, it failed miserably. Later, after some days/weeks and about 2 days without a night of sleep, I noticed I made my first PWA on my website. Whoo-Hoo!! That's my first PWA back in 2016 end. As being a WordPress lover and a keen super fan of Yoast growth, I thought to make a plugin on WordPress that helps users to convert their website easily to PWA. And I searched for a lot of WordPress developers to made one and asked over some friends and groups. But, most of them whom I've approached where busy some other projects. And finally, after continuous research to find a developer, one of my friend shared about 3 WordPress developers contact details and I become the Co-founder of SuperPWA. Currently doing Marketing, Client Relationship, Brainstorming new features, Testing & Bug Reporting, Customer Support, Social Media Management, tutorial videos and written some awesome documentation on SuperPWA website for users to easily make, test and troubleshoot PWA at SuperPWA, a WordPress plugin which I "Co-" founded. (aka Super Progressive Web Apps).

I, Jose Varghese an SEO Analyst having 1+ year of experience and worked with W D Solutions (Web Dinkan), a leading Digital Marketing agency. My expertise is building websites and optimizing them to drive more traffic through Google and other search engines. The objective is not only to generate business but also to increase the cost per sale by creating a better inbound marketing strategy to more qualified customers. • ROI based Keywords Research and Analysis: Google Adword Keyword Tool, Word Tracker • Competitor analysis: Manually and using SEO Tools like open site explorer • Traffic analysis and reporting: Google Analytics, Bing Analytics • Ranking reports to clients • Back link analysis of a Website and Reporting • Domain name selection for customers • Website analysis and Research • Competitor analysis • Keyword research and suggestion • Website Total evaluation and analysis: Manually and SEO Tools (Screaming Frog SEO Spider Tool) • Content Optimization for the site • Content Marketing Strategy for B2B sites • Tools for keyword research: Adwords (Google), Overture (Yahoo), Word tracker. • Set up Keyword phrases to Meta Tags for the specific page. • Design the SEO Friendly Navigational structure of the website to allow spiders. • Google Webmaster tools, Google Website Optimizer analysis • Google Local listing for Geotarget. • Robots.txt creation • Sitemap creation and link page structure. • Search engine submission • Directory submissions • Article submissions • Press releases. • Forums and Blogs Posting • Ad words, Ad sense, Digital Marketing • Social Media Optimization and Marketing (SMO and SMM) • Lead Analysis & Measurement • Google Analytics Reporting • Weekly & Reporting to clients