Product Support Associate (Voice)

Webhosting; Cebu City; On-site; PHP 200,880 - 279,000; Full time

Job summary

Network Solutions in Cebu City is seeking a customer support specialist who will handle inquiries related to domains, DNS, web hosting, and email configuration. The role emphasizes problem-solving, technical curiosity, and continuous learning, with opportunities for fresh IT graduates.

You will communicate via chat, email, and calls, resolve technical problems for non-technical customers, and collaborate with internal teams when needed. This is a full-time on-site role in Cebu.

Qualifications

• This role welcomes fresh IT graduates and others with a strong drive to learn.
• Requires strong problem-solving, technical curiosity, and the ability to learn continuously.
• Comfort with handling both technical and non-technical customer inquiries.

Responsibilities

• Handle customer inquiries related to domain names, DNS, web hosting, and email configuration.
• Troubleshoot issues and communicate solutions via chat, email, or phone.
• Research and learn new solutions independently and collaborate with internal teams as needed.

Skills

Problem-solving skills

Technical curiosity

Learning agility

Customer empathy

Education

IT or related field degree not required

Tools

cPanel

WordPress

SSL configuration

SMTP/IMAP setup

Job description

Not specified Full-time Not specified Customer Support

Job Description

At Network Solutions, we’ve been trusted for decades to help people get online and stay ahead. We’ve been here since the beginning of the internet, and we’re still building for what comes next.

As the original digital identity authority, we help secure domain names, protect brands, and safeguard the infrastructure businesses rely on. We empower our customers to own and manage the assets that define them online, while delivering enterprise-grade security to protect against virtual threats. Our team leverages modern, AI-accelerated tools to streamline how businesses manage their digital presence, making the most of our decades of experience.

The Network Solutions team is here to help online businesses protect what’s theirs and build for tomorrow. That’s why millions trust us to protect their domains, brands, and websites every day.

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

This is not a typical customer service job.

You will handle customer inquiries related to domain names, DNS, web hosting, email configuration, and website issues. The role requires strong problem-solving skills, technical curiosity, and the ability to learn continuously.

We welcome candidates of all experience levels, including fresh graduates in IT or related fields.

If you’re looking for a purely non-technical or scripted support role, this position is not a fit.

• Troubleshoot customer issues related to:
  • Domain names and DNS records
  • Web hosting (cPanel, servers, uptime issues)
  • Email setup (SMTP, IMAP, MX records)
  • Basic website issues (WordPress, SSL, connectivity)
• Communicate with customers via chat, email, and/or calls
• Handle frustrated or non-technical customers while resolving technical problems
• Research and learn new solutions independently
• Work with internal teams (sysadmin, billing, abuse, etc.) when needed

Reality Check (Please Read Carefully)

• The first 2-3 months will feel challenging and overwhelming
• You will deal with both technical problems and emotional customers at the same time
• Not all answers are readily available-you will need to figure things out

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.