Technical Support Associate (MTS)

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.

Perform Level 1 and Level 2 requests in MyTime Support.

Correspond with customers for clarifications and confirm understanding.

Respond to customer requests and internal escalations to ensure all customer needs are met.

Provide support for Open Source Applications like WordPress and Joomla.

Present company products and services to exceed our customer's expectations.

Assist customers with Hosted Exchange setups and troubleshoot issues.

Escalate systems issues/limitations to Technical Services and track open items until resolved.

Exceed performance measures for quality, efficiency, and customer satisfaction.

Provide customer feedback to the company to improve products, services, and customer satisfaction.

Develop your MyTime Support Knowledge and assist in adding knowledge objects.

Identify root causes to problems, recommend solutions, and take action to resolve concerns.

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

1 or more years of call center experience, customer service or relevant experience.

Experience with Website Design Tools (Photoshop, Dreamweaver, FTP clients, CSS creation/edits/manipulation).

Strong analytical, critical thinking, research and problem-solving skills.

Written and verbal communication skills.

Experience with customer relationship management tracking system preferred.

Ability to learn quickly and work independently.

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!

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.

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