Domain Support Associate

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

Job Description

• Provides excellent customer service and technical support to customers through email, phone, and other approved communication channels.

• Handles domain-related inquiries in a professional, courteous, and timely manner, ensuring accurate information and appropriate guidance are provided.

• Manages challenging customer interactions with patience, professionalism, and composure while maintaining a customer-focused approach.

• Identifies the root cause of customer issues and provides appropriate and sustainable resolutions to prevent recurring concerns.

• Processes pending domain registration applications for both ccTLDs and gTLDs in accordance with applicable requirements, policies, and procedures.

• Activates and provisions products or services associated with domain names, ensuring that orders are processed accurately and within the required timeframe.

• Escalates complex or unresolved domain-related issues to the appropriate departments or external stakeholders, such as systems administration, development, registrars, and registries, when further investigation is required.

• Monitors escalated cases regularly and follows up with internal teams and external stakeholders, including development teams, registrars, registries, and auDA, to ensure timely resolution and receipt of updates.

• Provides support for domain-related concerns raised through the Domains Team’s internal communication channels.

• Provides timely assistance and resolution for all assigned tickets in accordance with established service-level agreements (SLAs) and team procedures.

• Verifies and validates customer-provided documentation to ensure completeness, accuracy, and compliance with applicable domain registration requirements.

• Maintains accurate case documentation and records, ensuring that all relevant actions, communications, and resolutions are properly documented in the appropriate systems.

• Maintains the work pool within the established minimum target by effectively managing assigned cases and prioritizing tasks based on urgency and business requirements.

• Communicates with domain registrants via email to conduct data validation when required by the registry and ensures that registrant information in company records is accurate and aligned with applicable registry policies and requirements.

Other Responsibilities

• Renders work hours with flexibility when required.

• Dresses appropriately and always presents a good image for the company.

• Conducts business in alignment with the company’s core values.

• Complies with the different policies set by the company.

• Ensures that our company always conducts business in an ethical manner without putting anyone in a position of risk.

• Performs other duties and responsibilities that may be assigned by Management from time to time.

Security & Risk Responsibilities

• Conducts all activities in line with the organisation’s policies, processes and guidelines with respect to customer privacy, security, data protection, organisational strategy, security, legal and regulatory requirements

• Appropriately handles all confidential company and client information

• Reports any discovered breaches of confidentiality or policy (internal or regulatory) to management

• Reports any discovered vulnerabilities in internal or third-party systems

• Ensures reported vulnerabilities, breaches of confidentiality and breaches of policy (internal or regulatory) is actioned or escalated

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.

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.