Product Support Associate (Cantonese Bilingual)

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.  
 

• Troubleshooting, resolving all technical issues related to our software and the range of products and services it provisions

• Interacting with clients via. live chat, web-based systems, online forums, and telephone to resolve their problems and gather feedback

• Testing & analysis of all products & services

• Identifying any bugs/issues in the system and assisting in their resolution

• Recording, tracking, and reporting problem activity

• Building strategies to improve efficiency, profitability, and quality of service

• Reviewing existing product/feature documentation; publish documentation in internal knowledge bases

• Abide by our organization's Information security policies and guidelines. Information security is the responsibility of every individual working for the organization and all employees have to follow the organization's Information Security Policies at all times.

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

• Fluency in both written and oral English and Cantonese is essential as the role mainly supports Hong Kong customers.

• Experience: 0-1 years in Customer Service or similar capacity, preferably on an IT platform

• Educational Qualifications: Graduate from any stream. Any Engineering or BSc (IT or Computers) preferred

• Must be customer-focused and willing to do whatever it takes to resolve customer issues

• Strong customer interaction skills and ability to work in a variety of customer situations

• Outstanding written and verbal communication skills

• Ability to solve complex problems quickly, inventively, and resourcefully

• Good working knowledge of computers and the internet; strong ability to develop new skills

• Should be able to provide project foresight in tracking, interpreting, and resolving issues and aiding software implementation

• Strong attention to detail

• Avid internet user, with a strong inclination towards technology

• Highly motivated and energetic team player, with excellent interpersonal skills.

• Must be willing to work in rational shifts

Tech knowledge required:

• Networking and DNS basics

• Basic knowledge of Linux/Windows Operating Systems.

• Basic knowledge of Hardware

• Basic knowledge of Softwares

• Basic knowledge of Web and Email servers

• Configuration and troubleshooting mail clients using IMAP/POP/SMTP

• Troubleshooting server-side scripts

• Technologies involved (prior knowledge of these would be a plus): ➔ Domain names and domain name registration ➔ Web Hosting ➔ cPanel/Plesk ➔ POP/IMAP/SMT

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 are a family, and we care about your health by providing medical and dental insurance.

• 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.