Product Support Associate (Voice)

TL;DR

Product Support Associate (Voice): Handle customer inquiries related to domain names, DNS, web hosting, email configuration, and website issues with an accent on troubleshooting technical problems for frustrated or non-technical customers. Focus on researching solutions independently, communicating via chat, email, and calls, and collaborating with internal teams like sysadmin and billing.

Location: Cebu, Philippines (onsite, full-time)

Company

Network Solutions by hirify.global – original digital identity authority helping businesses secure domains, protect brands, and manage online presence with AI-accelerated tools.

What you will do

• Troubleshoot issues with domain names, DNS records, web hosting (cPanel, servers, uptime), email setup (SMTP, IMAP, MX), and basic website problems (WordPress, SSL, connectivity).
• Communicate effectively with customers via chat, email, and calls, handling frustrated or non-technical users.
• Research and learn new solutions independently when answers are not readily available.
• Collaborate with internal teams such as sysadmin, billing, and abuse for escalations.
• Continuously develop technical skills in a fast-paced environment.

Requirements

• Strong English communication skills (spoken, written, reading)
• Strong problem-solving and logical thinking skills
• Comfortable in a fast-paced, technical environment
• Fresh graduates in IT, Computer Science, Computer Engineering, or related fields encouraged, even with no prior experience – strong fundamentals and willingness to learn required
• Location in Cebu, Philippines

Nice to have

• Experience with web hosting, domains, or DNS
• Familiarity with cPanel, WHM, or WordPress
• Previous technical support experience

Culture & Benefits

• Structured training and mentorship for real technical skill development
• Career growth in technical and operations roles
• Work-life balance with generous vacation policy and punctuality bonuses
• Competitive HMO benefits (200k MBL with two free dependents upon regularization)
• Diversity and inclusion culture with 20+ affinity groups and learning opportunities