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 be responsible for delivering an excellent support experience to customers in our domain reseller channel as well as the Aftermarket Domain channel. The candidate is required to provide and process information in response to inquiries, concerns and requests about products and services. The candidate would be working tickets as well as answering phone calls on a regular basis.
What you’ll do & how you’ll make your mark.
Handle inbound customer calls and make outbound follow up calls during scheduled hours, always providing an excellent customer experience.
The agent will be responsible for providing both email and phone support to Network Solutions wholesale partners, Register.com wholesale partners, Endurance wholesale partners, VIP resellers, as well as NameJet and SnapNames customers. However, due to varying needs within the department, this segment of customers may vary.
Provide Inbound Technical Support for our reseller channel for the following products: webhosting, Ecommerce, SSL, SEO, and Domains.
Ability to use basic system administration tools and processes, such as email application, web browsers, DNS, Unix, FTP protocol, and other web hosting related products.
Facilitate the resolution of any technological issue that prevents an Aftermarket sale from completing successfully.
Co-ordinate with Aftermarket business owners to scope and prioritize development needed for Aftermarket transactions.
Assist with coordination, resolution, and domain delivery with external vendors across all platforms (SnapNames, Netsol, Register, PDS, BH, NameJet):
SnapNames/NameJet central stuffing assistance and co-ordination.
Achieve and maintain productivity, and quality related targets which could include sales and revenue objectives.
Use coaching, training sessions and one-to-one meetings positively, contributing to the discussion so that you can take ownership of your development within your current role.
Remain fully aware of the availability of all products and services in the wholesale channel so that every opportunity to meet our customer’s needs is taken.
Actively support, at all times, company policy and best practices in the area of security, with special emphasis on the protection of sensitive customer information.
Access, use or disclose, customer information only when you need to do so to perform your operation duties.
Ensure the health, safety and welfare for yourself and your team in accordance with company policy.
Perform any other tasks as assigned by members of the management team.
Maintain reliable and consistent adherence to schedules, while avoiding unplanned absences.
Who you are & what you’ll need to succeed.
Have a positive attitude, be creative and willing to learn.
Able to communicate effectively in English over the telephone and in writing using courtesy and correct grammar.
Basic understanding of Internet principles, terminology, and functionality.
Proficient in the use of computers, and related technology.
Promotes learning among the team and works cooperatively with others to identify and overcome obstacles.
Able to function effectively in rapidly changing, high-pressure environments and continually improve personal performance and demonstrate best practices.
Demonstrates willingness to learn and improve skills through openness to constructive feedback, active participation in training and ready implementation of new processes and procedures.
Responds appropriately in a professional work environment, escalating concerns through acceptable channels, and resolving outside concerns that interfere with productivity.
This position is ideal for:
Honest, Motivated, Self-Starters
Aptitude for technology, and systems
Those who enjoy the challenge of solving a problem.
Goal-oriented individuals
People who thrive on change and continuous improvement
This position may not be suitable for:
Those who do not like to be seated at a desk with a headset on during majority of the day.
Those who do not thrive in a fast-paced environment.
Those who do not embrace challenges with a can-do attitude.
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 one free dependent upon one year of service! 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!
Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship.
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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