Product Support, Team Leader

Who we are. 
 

At Network Solutions, we’ve been trusted for decades to help people get online and stay ahead. We’ve been here since the beginning of the internet, and we’re still building for what comes next.

As the original digital identity authority, we help secure domain names, protect brands, and safeguard the infrastructure businesses rely on. We empower our customers to own and manage the assets that define them online, while delivering enterprise-grade security to protect against virtual threats. Our team leverages modern, AI-accelerated tools to streamline how businesses manage their digital presence, making the most of our decades of experience.

The Network Solutions team is here to help online businesses protect what’s theirs and build for tomorrow. That’s why millions trust us to protect their domains, brands, and websites every day.

What you’ll do & how you’ll make your mark.  

• Leads by example and inspires, motivates, and manages staff, strictly adhering to the companies’ guidelines and expectations 

• Creates an environment orientated towards trust, open communication, and cohesive team effort 

• Assists the Team Leaders in coaching, educating, training and supervising the Product Support Associates on shift, ensuring exceptional customer service delivery. 

• Works with the Team Leader to progress Product Support Associate through their developmental plans and in achieving KPI targets 

• Helps disseminate new information to the team and keeps them updated with any new products launched and/or new processes as a means to ensure correct updates are given to the customers at all times. 

• Closely monitors the team in relation to service standards and productivity 
  Assists and educates agents with any technical challenges and further troubleshooting 

• Takes advanced queries or calls, provided that agent already tried to exhaust all resources at their best level 

• Monitors and evaluates the technical performance of the agents 

• Identifies the needs of the Product Support Associates and mentors them toward development 

• Identifies and helps eliminate any knowledge gap of the Product Support Associates 

• Conducts group or individual coaching to train and hone Product Support Associates’ technical skills 

• Escalates issues urgently and accurately and follows up unresolved cases 

• Keeps up personal skills by answering calls, chats or tickets on a required basis 

• Supports company decisions and policies and effectively relays messages to co-workers 

• Works collaboratively and closely with Team Leaders, Managers and other internal departments 

Who you are & what you’ll need to succeed. 
 

• Must be a regular employee with at least one year of tenure in the current role. 

• Must have at least one year of experience in any leadership role. 

• Must have no HR, QA, or Workforce-related violations within the past six months. 

• Must have good attendance and performance records for the past six months. 

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 – 175k MBL with two free dependents upon 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!  

#NetworkSolutions

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.