Account Services 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

• Provides excellent service and technical support to Resellers and Corporate Account owners of Dreamscape Networks Ltd. in all means of communication including phone, chat, and email

• Responds promptly to the needs of the Resellers and always provides the best solutions to any issues
  Answers emails, chats, and phone calls accurately, timely, and professionally
  Documents every support calls, chat and emails in every transaction on time

• Escalates urgent and complex issues with the ability of properly setting appropriate prioritization

• Diagnoses and solves technical issues involving email clients, website, DNS and more

• Educates Resellers on inquiries and other product information

• Receives and acknowledges customer complaints directly from Resellers via email and resolves them immediately

• Remains updated with new products and new technical procedures through Confluence or Info Pop updates
  Works collaboratively with colleagues, not only limited to Team Leaders and Managers

Who you are & what you’ll need to succeed

• With at least 1 year of Customer Service experience

• Advanced domain and web hosting technical knowledge and skills is a plus

• Must have excellent communication and customer service skills

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!