Domain Support Associate (CD)

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 support to our customers through phone and email
• Initiates an outbound call to the customer whenever is necessary (follow ups/customer’s request)
• Deals with all forms of domain inquiries in a polite and professional manner
• Manages difficult customers in a cool, calm, and composed manner
• Provides an appropriate resolution to permanently fix client issue
• Deals with the pending application for domain registration for both ccTLDs and gTLD
• Activates products or services that are associated with the domain name
• Escalates domain related issues to another department (SysAd, Devs, etc.) for cases that need further checking
• Monitors escalated cases (devs, registry, auDA, etc.) regularly to ensure the update is received 10)Provides assistance to all domains related concerns posted through the Domains Team conference in MST
• Provides well-timed assistance to all assigned tickets
• Verifies and validates the accuracy of the documents provided by the customers
• Attends to all domain abuse cases forwarded by individuals.
• Ensures that the work pool queue is below the set minimum target
• Accomplishes the minimum feedback score set by the company, monthly
• Ensures that all auDA cases are catered and attended promptly
• Communicates with the domain registrant via email to conduct data validation as advised by the registry and ensures that the domain registrant information in our record is aligned to the registry policy
  
  
  

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

• Must be a regular employee without any HR, QA, or WF related violations for the past 6 months.
• Must have good attendance and performance records for the past 6 months.
• Knowledge on different top-level domains and country code top-level is a plus
• Must have strong reasoning, problem-solving, and analytical skills
• Must have above-average communication skills both verbal and written
  
  
  

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.