Product Support Associate

As a Web Solution Specialist at Newfold Digital, you will play a crucial role in providing technical support and exceptional customer service to clients. Your responsibilities will include troubleshooting technical issues, following up with clients to ensure problem resolution, handling escalations, interacting with customers through various mediums, testing and analyzing products, reporting bugs, and contributing to enhancing customer experience and operational metrics. Additionally, you will be required to work in a 24*7 rotational shift setup. **Key Responsibilities:** - Troubleshoot technical issues related to products and services - Follow up with clients to ensure issue resolution - Handle internal and external escalations via emails/calls - Interact with customers across multiple mediums to identify and address problems - Test and analyze active and upcoming products and services - Report bugs and assist in finding solutions - Develop and implement strategies to improve customer experience, processes, metrics, and profitability **Qualifications Required:** - Graduates preferred with a Bachelor's Degree in Engineering, Computer Science, or related field - Strong customer service skills with empathy and enthusiasm for a customer-focused experience - Ability to probe and identify customer needs and concerns accurately - Excellent written and verbal communication skills - Good working knowledge of computers, the Internet, and a willingness to learn new skills - Strong inclination towards technology and avid internet user - Highly motivated team player with excellent interpersonal skills **Tech Knowledge Required:** - Networking and DNS basics - Domain names and web hosting servers - Basic knowledge of Hardware, Linux/Windows Operating Systems, cPanel/Plesk - Understanding of web and email servers, and configuration/troubleshooting of mail clients - Familiarity with web-based CMS applications like WordPress At Newfold Digital, you'll appreciate our commitment to providing a flexible work environment that includes work-from-home, hybrid, or office options. We prioritize work-life balance and celebrate diversity and inclusion through various programs and affinity groups. We offer cutting-edge benefits such as health insurance, education/certification sponsorships, flexi-leaves, and opportunities for career growth and mentorship. Join #teamnewfold and unfold new possibilities in your career journey.,