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Customer Support

HostGator

HostGator

Customer Service
United Kingdom · Remote
Posted on Saturday, June 1, 2024

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, Markmonitor, 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.

This is a customer facing role, working with clients via telephone and email. Your main responsibility is supporting clients from all over the world, assisting them with digital related questions such as billing, DNS and Email Management.

You will need to have a basic knowledge of the “Digital” world, websites, emails, DNS, domain support etc. You will be having open conversations with clients discussing and answering any questions related to products they hold with us. Excellent communication skills desirable, and the ability to speak to clients with varying levels of knowledge and understanding of the product.

Outside of the phone-based role, around 25% of you day to day responsibilities are admin based, replying to tickets from customers with queries regarding their products. The ability to work tickers efficiently is essential, as are well written replies to customers.

Also, the ability to be able to move through various brands and products from call to call, or ticket to ticket, and working on multiple systems.

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

  • Working with clients on an incoming/outgoing call basis, also, speaking to clients via email and internal ticketing system.

  • Work through internal ticketing system daily, ensuring all clients emails/requests are responded to.

  • Hitting required SLAS (Talk Time)

  • Responding to clients within the set SLA.

  • Being flexible in your daily role, and able to deal with multiple accounts/businesses at once.

  • Working in a Multi-Channel Business (Working on different brands daily)

  • Building and understanding the importance of listings

  • Working across multiple systems and products daily.

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

We are looking for someone enthusiastic, willing to learn, and with fresh ideas. Computer literacy is essential, along with a technical / digital mindset and the ability to work at a fast pace. The ideal candidate will have a great phone manner, be enthusiastic towards client’s businesses, and strive to get the best for our customers.

  • Strong communication skills

  • Understanding of email, domain, DNS (digital products) – Training will be given to specific products.

  • Adaptable – Changing pitch and tone based on clients knowledge/understanding.

  • Good telephone manner

  • Flexibility within the workplace

  • Able to work independently and as part of a team.

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. We provide an attractive basic salary that includes a pension scheme, Achievement bonus, Uncapped Monthly commissions, "Perkbox”, monthly sales incentives, A driven, engaging, and lively team-oriented working environment, A comprehensive induction course supported by ongoing product training, mentoring, and sales guidance 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!

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.