Product Support Associate

3 weeks ago

Cebu City, Philippines Newfold Digital Full time

Overview

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through a robust portfolio of brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results with extensive product offerings and personalized support. The strength of our company lives in the intersection of our people, our customers, and our brands.

In this role, you are responsible for handling inbound customer calls such as sales, retention, troubleshooting, cancellations and outbound follow-up calls during scheduled hours, providing an excellent customer experience.

What you’ll do & how you’ll make your mark
  • Achieves productivity related targets, quality targets, sales and revenue targets, average handle time, schedule adherence, service request closures and quality measures.
  • Configures and troubleshoots basic errors with domain names and associated products.
  • Uses all proprietary database, web, and telephony tools effectively, reporting faults to helpdesk or supervisors as soon as they occur.
  • Accesses, uses, or discloses customer information only when needed to perform duties.
  • Discusses call monitoring feedback with a supervisor to improve performance.
Who you are & what you’ll need to succeed
  • Must have at least 1 year of customer service and technical support experience.
  • Must have at least 1 year of sales experience related to cross selling and upselling.
  • Must have basic, demonstrated understanding and knowledge of internet principles, terminology, and functionality.
  • Preferably with knowledge in web hosting.
  • Can work on a permanent night/graveyard schedule.
Why you’ll love us
  • Work-life balance. Our work is thrilling and meaningful, but balance is key to living well.
  • We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion and foster a culture of belonging. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20+ affinity groups for networking and global connection.
  • We care about you. We are a family and care about your health by providing competitive benefits and additional perks such as a punctuality bonus and generous vacation policy.
  • Where can we take you? We support ongoing learning, mentoring, and career growth through varied tasks and opportunities at #teamnewfold.

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.

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