Product Support Associate

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.

What you’ll do & how you’ll make your mark.* Troubleshooting, resolving all technical issues related to our software and the range of products and services it provisions.

• Interacting with clients via. live chat, web-based systems, online forums, and telephone to resolve their problems and gather feedback.
  
• Testing & analysis of all products & services.
  
• Identifying any bugs/issues in the system and assisting in their resolution
  
• Recording, tracking, and reporting problem activity.
  
• Building strategies to improve efficiency, profitability, and quality of service.
  
• Reviewing existing product/feature documentation; publish documentation in internal knowledge bases.
  
• Abide by our organization's Information security policies and guidelines. Information security is the responsibility of every individual working for the organization and all employees have to follow the organization's Information Security Policies at all time
  

Who you are & what you’ll need to succeed.* Experience: 0-1 years in Customer Service or similar capacity, preferably on an IT platform

• Educational Qualifications: Graduate from any stream. Any Engineering or BSc (IT or Computers) preferred
  
• Must be customer-focused and willing to do whatever it takes to resolve customer issues
  
• Strong customer interaction skills and ability to work in a variety of customer situations
  
• Outstanding written and verbal communication skills
  
• Ability to solve complex problems quickly, inventively, and resourcefully
  
• Good working knowledge of computers and the internet; strong ability to develop new skills
  
• Should be able to provide project foresight in tracking, interpreting, and resolving issues and aiding software implementation
  
• Strong attention to detail
  
• Highly motivated and energetic team player, with excellent interpersonal skills
  
• Must be willing to work in rotational shifts
  

Tech knowledge required:* Networking and DNS basics

• Basic knowledge of Hardware, Software, Linux/Windows Operating Systems.
  
• Basic knowledge of Web and Email servers
  
• Configuration and troubleshooting mail clients using IMAP/POP/SMTP
  
• Troubleshooting server-side scripts
  
• Technologies involved (prior knowledge of these would be a plus):
  

âž” Domain names and domain name registration

âž” Web Hosting

âž” cPanel/Plesk

âž” POP/IMAP/SMTP

Why you’ll love us.* We’ve evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work from-home, hybrid, or work-from-the-office environment.

• 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. At Newfold, taking care of our employees is our top priority. We make sure that cutting-edge benefits are in place too for you. Some of the benefits you will have: We have partnered with some of
  

the best insurance providers to provide you with excellent Health Insurance options, Education/ Certification Sponsorships to give you a chance to further your knowledge, Flexi-leaves to take personal time off and

much more. Building a community with one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs.

• 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!