Technical Support Associate - MyTime Support Instant

Web.com Canada, Inc.; Cebu City; On-site; PHP 201,000 - 279,000; Full time

Benefits offered by this job

HMO benefits

Punctuality bonus

Generous vacation policy

Dependent coverage

Job summary

Network Solutions in Cebu City is seeking a dedicated customer support specialist to manage large volumes of inbound calls and follow-up outbound calls. You will assist customers via tickets, email, chat, and phone, while ensuring timely fulfillment and adherence to service targets.

Ideal candidates have at least one year in a similar role, a clean HR/QA record, and solid attendance. The role emphasizes teamwork and delivering exceptional customer experiences with a focus on accuracy and

Qualifications

• Must be a regular employee with at least one year of tenure in the current role.
• Must have no HR, QA, or Workforce-related violations within the past six months.

Responsibilities

• Handles large volumes of inbound customer calls and makes outbound follow up calls during scheduled hours.
• Provides customer support via support ticket, email, inbound chat, and inbound phone calls.
• Fulfills MyTime service and contributes to productivity and quality targets.
• Maintains accurate records and adheres to schedule adherence and other performance metrics.
• Recognizes that offline teams back up inbound support as needed.

Skills

Customer service

Call handling

Multi-channel support

Compliance

Job description

Who we are.

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.

• Handles large volumes of inbound customer calls and makes outbound follow up calls during scheduled hours
• Always provides excellent customer experience after/during phone callimmediately
• Handles transferred customer calls for instant fulfillment, fulfilling the MyTime service
• Achieves productivity related targets, quality targets, average handle time, log in time, available time, schedule adherence, work order processing, and other productivity metrics
• Provides customer support via support ticket, email, inbound chat, and inbound phone calls, and possibly other yet unidentified support channels as necessary when requested by management
• Recognizes that the offline organization is the first line of backup support to our inbound support teams

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

• Must be a regular employee with at least one year of tenure in the current role.
• Must have no HR, QA, or Workforce-related violations within the past six months.
• Must have good attendance and performance records for the past six months.

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 - 200k 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!

#NetworkSolutions

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.