Technical Chat Support

Newfold Digital; India; Hybrid; INR 300,000 - 540,000; Full time

Benefits offered by this job

Health Insurance

Education Sponsorships

Flexi-leaves

Work-from-home option

Job summary

Newfold Digital is seeking a Web Solution Specialist to be the first point of contact for clients, troubleshoot technical issues, and support the rollout of new applications. You will handle tickets across calls, chats, and emails, test products, report bugs, and contribute to improving customer experience.

The role requires a Bachelor’s degree in Engineering or CS, strong communication and interpersonal skills, and a willingness to work in a 24x7 rotational shift environment.

Qualifications

• Bachelor's degree in Engineering, Computer Science or related field.
• Willingness to contribute to meaningful and challenging goals.
• Strong customer service skills with empathy and enthusiasm for customer experience.
• Ability to probe and identify customer needs/concerns.
• Strong customer interaction skills across calls, chats, and emails.
• Excellent written and verbal communication skills.
• Good working knowledge of computers and the Internet; ability to learn new skills.
• Avid Internet user with interest in technology.
• Highly motivated, energetic team player with interpersonal skills.
• Networking and DNS basics.
• Basic knowledge of Hardware & Linux/Windows operating systems.
• cPanel/Plesk knowledge.
• Basic knowledge of Web and Email servers.
• Configuration and troubleshooting mail clients (IMAP/POP/SMTP).

Responsibilities

• Troubleshoot technical issues with products and services.
• Follow up with clients to ensure problems are resolved.
• Handle internal and external escalations via email and calls.
• Interact with customers across calls, chats, and emails to diagnose problems.
• Test and analyze active and upcoming products and services.
• Report bugs/issues and aid in finding solutions.
• Suggest ideas to improve customer experience and processes.
• Support a 24x7 rotational shift schedule.

Skills

Customer service

Communication

Interpersonal skills

Problem-solving

Education

Bachelor's degree in Engineering/CS

Tools

cPanel

Plesk

DNS basics

Linux

Windows

Job description

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.

We are looking for technically skilled candidates with excellent interpersonal skills for the Web Solution Specialist position. As a Web Solution Specialist, you will be the first point of contact for our clients and will be responsible for troubleshooting technical issues, providing timely customer feedback, and supporting the roll-out of new applications, among other duties.

What you’ll do & how you’ll make your mark.

• Troubleshooting technical issues associated with the use of products and services offered to our customers
• Following up with clients to ensure the problem is resolved.
• Handle internal and external escalations via emails/calls
• Interaction with customers across multiple mediums (calls, chats, emails, etc.) to quickly get to the root of their problem.
• Testing & analysis of all our active and upcoming products and services
• Reporting bugs/issues with the products and services and lend a helping hand in the solution
• Strategizing and implementing ideas to improve the customer experience, internal processes, operational metrics, and business profitability
• The business model has a need for you to work in a 24*7 setup in rotational shifts.

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

• Graduates preferred - Candidates should have a Bachelor's Degree in Engineering, Computer Science or related field
• Willingness to contribute to and deliver outcomes towards meaningful and challenging goals
• Strong customer service skills, with the ability to express empathy and enthusiasm for a customer-focused experience
• Strong ability to probe and correctly identify customer needs/concerns
• Strong customer interaction skills to work in a variety of customer situations.
• Outstanding written and verbal communication skills.
• Good working knowledge of computers and the Internet; strong ability to develop new skills.
• Avid Internet User, with strong inclination towards technology.
• Highly motivated and energetic team player, with excellent interpersonal skills
• Networking and DNS (Domain Name System) basics
• Basic knowledge of Hardware & Linux/Windows Operating Systems.
• cPanel/Plesk
• Basic knowledge of Web and Email servers.
• Configuration and troubleshooting mail clients using IMAP/POP/SMTP.

Why you’ll love us.

• We’ve evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work-from-home, hybrid, or work-from-the-office environment.
• 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. At Newfold, taking care of our employees is our top priority. We make sure that cutting edge benefits are in place for you. Some of the benefits you will have: We have partnered with some of the best insurance providers to provide you excellent Health Insurance options, Education/ Certification Sponsorships to give you a chance to further your knowledge, Flexi-leaves to take personal time off 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!