Technical Chat Support

Newfold Digital; United States; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

WFH options

Hybrid option

Health insurance

Education sponsorships

Flexi-leaves

Career growth

Job summary

Network Solutions is seeking a technically skilled Product Support Associate to be the first point of contact for clients, troubleshoot issues, and facilitate the rollout of new applications. You will handle escalations, provide timely feedback, and contribute to product quality and customer satisfaction across calls, chats, and emails.

The role requires a bachelor’s degree in engineering or CS, strong communication, and a customer-first mindset.

Qualifications

• Bachelor’s degree in engineering, Computer Science or related field.
• Strong customer service skills with empathy and a customer-focused approach.
• Ability to troubleshoot technical issues and communicate solutions clearly.

Responsibilities

• Troubleshoot technical issues for products and services.
• Follow up with clients to confirm problem resolution.
• Handle escalations via email and phone across multiple channels.
• Interact with customers via calls, chats, and emails to diagnose issues.
• Test and analyze current and upcoming products and services.
• Report bugs and propose improvements to customer experience and processes.
• Support 24/7 operations with rotating shifts.

Skills

Customer service

Communication

Problem solving

Technical troubleshooting

Interpersonal skills

Networking basics

Education

Bachelor’s degree in engineering or CS

Tools

cPanel

Plesk

WordPress

Email servers

Linux

Windows

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.

We are looking for technically skilled candidates with excellent interpersonal skills for the Product Support Associate position. As a Product Support Associate, 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

Tech Knowledge Required

• Networking and DNS (Domain Name System) basics


• Domain names & Web hosting servers


• 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.


• Web-based CMS (Content Management System) applications like WordPress etc.

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!

#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.