Online Marketing Associate (SEO Support)

Online Marketing Support (OMS) focuses on handling customer phone calls and requests to address service needs in the online marketing product suite. This team member is a customer-focused, passionate individual that ensures positive customer experiences with every contact. A Support should have the genuine desire and capability to learn/expand knowledge of online marketing and apply it to customer communication. This position is primarily an inbound phone queue role, which also requires written email communications and involves outbound follow-up phone calls and related activities.

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. 

• Continually learn/expand online marketing knowledge and knowledge of Newfold Digital product suite

• Interact directly with customers via inbound and outbound calls through telephone queues and online marketing modification requests

• Apply learned online marketing and Newfold Digital product suite knowledge to assist customers with questions and problem-solving

• Properly document all client transactions

• Exhibit strong ownership and accountability of customer calls – treat the customer experience as your own from start to finish and communicate customer needs to appropriate department leaders.

• Resolve customer issues effectively by applying active listening skills, strong empathy, and the ability to quickly identify the root cause of the customer's issues

• Act as the voice of the customer – communicates customer feedback, opportunities and trends to appropriate department leaders communicate

• Independently make basic/minor changes to customer campaigns including photo edits, copy changes or properly communicate needed changes to other departments for implementation

• Set appropriate customer performance expectations and promote value of product/services

• When appropriate, recommends upsell and cross-sell product suggestions that can benefit the customer’s web presence

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

• Must have at least 3 years of experience working for a BPO setup

• Must have at least 1 year of SEO experience is a bonus

• Must have a good understanding on account management and internet technology

• Must be knowledgeable in using a CRM and MS Office Tools

 

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 – 175k 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!

This role involves handling inbound and outbound customer calls to support and troubleshoot Newfold Digital's online marketing products, taking full ownership of the customer experience through active listening, accurate documentation, and effective issue resolution, while also making minor campaign edits, setting clear expectations, recommending upsell/cross-sell opportunities, and relaying customer feedback and trends to department leaders.

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.