Offer summary

Qualifications:

Customer service experience is essential., A BA/BS degree or equivalent experience is required., Fluency in one or more foreign languages is a plus., Proficiency in MS Office applications and strong communication skills are necessary..

Key responsabilities:

Manage international domain name registrations, transfers, and modifications.

Provide excellent customer service support and respond to email inquiries in a timely manner.

Establish and maintain relationships with internal and external stakeholders.

Engage in project management and participate in after-hours phone rotation.

Job description

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, Web.com and Markmonitor. 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. 

Markmonitor provides strategic domain management solutions that help protect the revenue and reputation of the world’s leading brands. Since 1999, Markmonitor has served the domain portfolio needs of businesses around the globe, including many of the most visited websites in the world. An ICANN-accredited domain registrar since its establishment, Markmonitor leverages its extensive industry relationships, innovative technology, and broad expertise to manage and protect company domain portfolios, all with data driven, white-glove consultation designed to maximize domain portfolio value.

Customer Service - country code top-level domain (ccTLD) Specialist’s work within the Client Service Organization supporting our client base of primarily Fortune 100 companies. The Customer Service - Domain Portfolio Specialist team is responsible for registrations, transfers and modifications of our clients' international domain names. Customer Service - Domain Portfolio Specialist work closely with our internal Client Service Managers and third party providers to address various customer issues and provide industry-leading customer service. This position also requires Project Management skills and the ability to work and achieve goals with minimal supervision.

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

Establish and maintain internal relationships with Client Service Managers and other key roles within the company
Establish and maintain external relationships with third party service providers
Provide excellent customer service support
Manage International domain name registrations, transfers and modifications
Timely response to large amounts of email inquiries
Project management
After-hours phone rotation
Monday through Friday schedule which may include occasional after hours support

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

Customer service experience
Fluency in one or more foreign languages a plus
BA/BS or equivalent experience
Attentive to detail and committed to quality
Possess exceptional written/verbal communication and interpersonal skills
Self-starter who thrives in a fast-paced, team-oriented environment
Excellent at prioritization and time management skills
Ability and desire to rapidly learn new skills and adapt to changing business environment
Demonstrated ability to solve complex problems
Proficient in MS Office applications
Professional demeanor
Understanding of domain registration and ccTLD/gTLD is a strong plus

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 excellent Health Insurance options to fit you, HSA, Medical, Dental, Vision, Matching 401K, Life/AD&D/STD/LTD, Tuition Reimbursement, Pet Insurance, 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!

#LI-SM1 #LI-Remote #MM

Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship.

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.

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