Job Description

About Us:
Newfold Digital is a leading web technology company serving nearly 7 million customers globally. Established in 2021 through the combination of leading web services providers Endurance Web Presence and Web.com Group, Newfold’s mission is to empower success in a connected world with a focus on helping businesses of all sizes thrive online. The company's world-class family of brands includes BlueHost, HostGator, iPage, Domain.com, A Small Orange, MOJO Marketplace, BigRock, and ResellerClub.
What You’ll do:

• 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 times.

Who you are:

• 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
• Avid internet user, with a strong inclination towards technology

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 Linux/Windows Operating Systems.
• Basic knowledge of Hardware
• Basic knowledge of Softwares
• 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): ➔ Domain names and domain name registration ➔ Web Hosting ➔ cPanel/Plesk ➔ POP/IMAP/SMTP

Why you’ll love us:
In this era of COVID-19, we believe in putting our employees first and keeping them safe. We were one of the first technology companies to make significant changes to our office environments and team interactions, including mandatory working from home and safety procedures to enter our office space. We are committed to not require any face-to-face interaction for our employees until the data shows it is entirely safe for our teams.
Here is just a snippet of what we think you’ll love:

• Grow together. Our exciting virtual learning & development programs never cease to amaze us.
• Participate in our Expert Speak sessions/E-learning courses to grow professionally & personally.
• Work with creative & innovative teams. We believe in hiring the best of the best and are proud of being surrounded by people who think out of the box to only better our products, work & customer experiences.
• Did someone say free domain? Building a community 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.
• Leave your worries aside! Juggling the demands of career and personal life can be stressful and challenging but don’t worry! Our employee’s assistance program services provide free, confidential, short-term counseling. This benefit is also extended to an immediate family member.