Full TimeENAsia/Pacific
Job Responsibilities:**
* Respond to customer inquiries via email and chat regarding domain registration, transfers, renewals, DNS management, and other domain-related services.
* Diagnose and resolve technical issues reported by customers, escalating complex problems to senior support or relevant internal teams as needed.
* Provide clear, concise, and step-by-step instructions to customers to guide them through domain configuration and troubleshooting processes.
* Educate customers on best practices for domain management, security, and related products/services.
* Maintain accurate and detailed records of customer interactions and technical issues in the company's CRM system.
* Collaborate with other support teams (e.g., hosting, website builder) to ensure comprehensive customer solutions.
* Proactively identify and communicate potential service improvements or common customer pain points to management.
* Stay up-to-date with domain industry trends, policies, and Newfold Digital product updates.
* Adhere to established service level agreements (SLAs) and customer satisfaction targets.
Job Qualifications:**
* Previous experience in a customer service or technical support role, preferably in a fast-paced environment.
* Familiarity with domain name systems (DNS), domain registration processes, and common domain-related protocols.
* Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly to non-technical users.
* Strong problem-solving and analytical abilities.
* Ability to work independently and as part of a team.
* Proficiency in using CRM software and other customer support tools.
* A high level of patience, empathy, and a customer-centric attitude.
* Ability to work flexible hours, including weekends and holidays, if required.
* A bachelor's degree in information technology, computer science, or a related field is a plus but not strictly required with relevant experience.
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.
