Product Support Specialist

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.

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

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

• Assists the Team Leader in coaching, educating, training and supervising the team to work together and ensures 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 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 real-time and educates agents with any technical challenges and further troubleshooting

• Takes advanced queries, calls or chats, if agents 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, calls out in day call drivers 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 have at least 6 months tenure with the company

• Preferably with 1-year supervisory background

• Must be free from any HR, QA and WFM sanctions for the past 6 months

• Must have strong reasoning, problem-solving, and analytical skills

• Must have strong management and leadership skills

• Must be adaptive to change

• Must be a positive catalyst

• Must have ability to coach and inspire

• Must be able to take ownership on management decisions, customer-related cases and team performance

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!

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.