Technical Support Associate - Mytime Support Instant

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 

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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.   
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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.