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System Support

HostGator

HostGator

Customer Service
India · Remote
Posted on Wednesday, October 4, 2023

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, 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

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

  • Participate in 24x7 shifts

  • Investigate escalated technical cases, providing technical analysis and planning assistance as required.

  • Refine and establish policies and procedures for the customer support team to follow.

  • Implement fixes or upgrades across our technological stack

  • Resolve issues flagged by our monitoring and alerting systems, taking steps to prevent recurrence.

  • L1/L2 Support ownership of all hosting products (cpanel/plesk/vps/cloud/dedicated).

  • Develop tools and scripts that:

  • Enable customer support teams to resolve issues independently and swiftly.

  • Automate repetitive tasks and preemptively resolve customer issues

  • Offer technical expertise across departments to assist where required.

  • Manage and configure virtual and dedicated servers.

  • Handle incident response, troubleshooting and fix for various products/services.

  • Handle escalations as per policies/procedures.

  • Get different internal/external groups together to resolve production site issues effectively.

  • Communicate clearly on tickets, phone calls made to the team about various issues.

  • Ensure SLA's and Operational standards are met.

  • Raise tickets to different internal groups to resolve recurrent problems, alerts and follow up on escalated issues.

  • Liaison with engineering teams for RCA's, permanent resolutions on issues affecting production sites.

  • Contribute to Operations handbook.

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

  • Proficient in English, both written and verbal

  • 2 years of experience in a similar role, preferably in the hosting industry.

  • Have in-depth knowledge of cPanel, WHM, Email, FTP, SSH, Linux, WordPress and Magento, including command-line operations.

  • Predisposed to action - you just start doing and exhibit a strong sense of ownership.

  • Open and honest with yourself.

  • You're transparent, you give and take feedback, communicate clearly, and keep your promises.

  • Enthusiastic about helping others and believe that success only comes when we work together.

  • A lifelong learner, never satisfied by what you know and always eager to learn more and get involved.

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 whenemployees bring their authentic selves to work. We have programs that bring us together onimportant issues and provide learning and development opportunities for allemployees. We have 20 + affinity groups where you can network and connect withNewfolders 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 to 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. Building a community one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs.
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!