- Location
- Cebu, Philippines
- Department
- IT
- Seniority
- Entry
- Source
- Workday
Description
Who we are.
Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market 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 our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.
In this role, you will comprehend the customer’s needs and concerns and offer the best possible solution and educate customers on inquiries and other product information
What you’ll do & how you’ll make your mark
Provides excellent service and support to our customers through phone and email.
Deals with all forms of inquiries politely and professionally, always keeping our company reputation front in mind
Responds to chat messages or emails accurately in a professional and timely manner
Comprehends customers’ needs and concerns, and offers the best possible solution
Gathers information and determines the issue by evaluating and analyzing the symptoms
Diagnoses and solves technical issues involving email clients , website, DNS and more
Troubleshoots basic errors with web hosting, FTP, file transfer, basic websites coding errors, and system/platform issues
Troubleshoots and configures advanced features of email and hosting
Educates customers on inquiries and other product information including but not limited to Catchall, nsMail, nsMail Pro, LOOMail, Messageguard, Constant Contact and hosting
Manages difficult customer situations in a cool, calm, composed, and professional manner
Escalates valid issues to the appropriate channels with urgency
Who you are & what you’ll need to succeed.
Must have at least 6 months to 1 year of Customer Service experience supporting phone.
Must have a basic, demonstrated understanding and knowledge of internet principles, terminology, and functionality.
Must have a typing speed of at least 35 WPM.
Preferably with knowledge of web hosting.
Why you’ll love us.
Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 200k MBL with two free dependents regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #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.