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 volume of inbound customer calls and make outbound follow up calls during scheduled hours, always providing an excellent customer experience.
• Handles transferred customer calls for instant fulfillment, fulfilling the MyTime service immediately after/during phone call, always providing an excellent customer experience.
• Achieves productivity related targets, quality targets, average handle time, log in time, available time, schedule adherence, work order processing, and other productivity metrics.
• Directly provides customer support via support ticket, email, inbound chat, and inbound phone calls – and possibly other yet unidentified support channels – as necessary and when requested by management.
• Recognizes that the offline organization is the first line of backup support to our inbound support teams and provide assistance to our inbound telephone support teams as necessary when necessary and as directed by management.
  

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

• Must have one year of call center experience, customer service or relevant experience is preferred.
• Must have general understanding of 3rd party email clients such as Outlook, Apple Mail, Thunderbird
• Must be able to function effectively in rapidly changing, high-pressure environments and continually improve personal performance and demonstrate best practices.
• Must have understanding and knowledge of Internet principles, terminology, and functionality.

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 – 175k MBL with one free dependent upon one year of service! We also give out Punctuality Bonus, Generous Vacation policy, and much more!