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Product Support Associate

Newfold Digital


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0-2 Years
3 months ago
133 Viewed
3 Applied

Job Description

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,, Network Solutions, and 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

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!


Newfold Digital, is an IT services company specializing in web hosting. The company was founded in 1997 and is headquartered in Burlington, Massachusetts, USA


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