Technical Support Associate (Voice)

Newfold Digital · Cebu City

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

This is not a typical customer service job.

You will handle inbound customer contacts including sales, retention, troubleshooting, and cancellations and make outbound follow-up calls during scheduled hours, all while delivering excellent customer experience.

You will handle customer inquiries related to domain names, DNS, web hosting, email configuration, and website issues. The role requires strong problem-solving skills, technical curiosity, sales aptitude, and the ability to learn continuously.

We welcome candidates of all experience levels, including fresh graduates in IT or related fields.

If you’re looking for a purely non-technical or scripted support role, this position is not a fit.

Troubleshoot customer issues related to domain names and DNS records; web hosting (cPanel, servers, uptime issues); email setup (SMTP, IMAP, MX records); and basic website issues (WordPress, SSL, connectivity).
Communicate with customers via chat, email, and/or calls.
Handle frustrated or non-technical customers while resolving technical problems.
Achieve productivity, quality, sales and revenue targets, average handle time, schedule adherence, and Service Request closures.
Cross-sell and upsell relevant products and services during customer interactions to grow revenue.
Research and learn new solutions independently.
Work with internal teams (sysadmin, billing, abuse, etc.) when needed.

Reality Check (Please Read Carefully)

The first 2–3 months will feel challenging and overwhelming.
You will deal with both technical problems and emotional customers at the same time.
You will be expected to meet sales and revenue targets while resolving technical issues.
Not all answers are readily available—you will need to figure things out.

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

Candidates with strong English communication skills (spoken, written, and reading).
Individuals with strong problem-solving and logical thinking skills.
Those comfortable working in a fast-paced, technical, and sales-driven environment.
At least 1 year of sales experience related to cross-selling and upselling.
Fresh graduates (IT, Computer Science, Computer Engineering, or related fields) are encouraged to apply, even with no prior work experience, provided you have strong fundamentals and willingness to learn.
A candidate who is keen to leverage AI tools and technologies to improve productivity, efficiency, and business outcomes.

Nice to Have (Not Mandatory)

Experience with web hosting, domains, or DNS.
Familiarity with tools like cPanel, WHM, or WordPress.
Previous technical support experience.
Applicants from technical support roles with upselling experience are welcome to apply, especially those aiming to move into technical web hosting and domain support.

What We Offer

Structured training and mentorship.
Real technical skill development (not just scripted support).
Career growth opportunities in technical, sales, and operations roles.

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 – 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, 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!  #NetworkSolutions

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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