My Time Support Specialist
Newfold Digital Inc.
Cebu, Philippines
5d ago

In this role you will assist Customers with the MyTime Support product which is a core product of Web.com. Using your advanced knowledge of websites, you will assist with moving, fixing, changing, developing, and / or updating customer Websites.

You will work on tickets submitted by customers requesting changes to their websites while maintaining the Service Level Agreement for MyTime Support.

Essential Duties and Responsibilities :

  • Perform Level 1 and Level 2 requests in MyTime Support.
  • Correspond with customers for clarifications and confirm understanding.
  • Respond to customer requests and internal escalations to ensure all customer needs are met.
  • Provide support for Open Source Applications like WordPress and Joomla.
  • Present company products and services to exceed our customer's expectations.
  • Assist customers with Hosted Exchange setups and troubleshoot issues.
  • Escalate systems issues / limitations to Technical Services and track open items until resolved.
  • Exceed performance measures for quality, efficiency, and customer satisfaction.
  • Provide customer feedback to the company to improve products, services, and customer satisfaction.
  • Develop your MyTime Support Knowledge and assist in adding knowledge objects.
  • Identify root causes to problems, recommend solutions, and take action to resolve concerns.
  • JobQualifications / Experience Required :

  • 1 or more years of call center experience, customer service or relevant experience.
  • Experience with Website Design Tools (Photoshop, Dreamweaver, FTP clients, CSScreation / edits / manipulation).
  • Strong analytical, critical thinking, research and problem-solving skills.
  • Written and verbal communication skills.
  • Experience with customer relationship management tracking system preferred.
  • Ability to learn quickly and work independently.
  • 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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