Customer Service Specialist

Company Description Are you up to the challenge of working directly with the Executive leadership of a US NASDAQ company on developing and organizing the financial strategy for different lines of business If yes keep reading At Altisource NASDAQ ASPS we build world-class technologies and services for the mortgage and real estate industry and are well poised to help revolutionize how homes are bought sold and managed In the US we partner with 7 out of the top 10 mortgage servicers operate one of the top three real estate auction websites and manage a cooperative which represents a 15 market share of the 1 8tn US Originations market Our Innovation Starts with YOU Altisource s Vision to drive innovation that powers the mortgage and real estate lifecycle is made possible by an inclusive culture that celebrates the diverse voices of our employees We believe that diversity in gender age religion ethnicity sexual orientation identity physical ability neurodiversity socioeconomic background and experience fosters creativity challenges groupthink and makes our Company stronger At Altisource anyone can prosper and have a positive impact on our path toward success irrespective of their background We are committed to fair and impartial hiring training and growth opportunities We also provide employee training to help foster their ability to work with one another in an inclusive manner Altisource is an Equal Opportunity Employer and our employment decisions are based on merit qualifications and business needs Respond to inbound outbound calls emails and support tickets from US customers Troubleshoot software hardware connectivity and access-related technical issues Accurately log interactions diagnostics and resolutions in the helpdesk system Escalate unresolved or complex issues to higher-level support teams Ensure timely resolution of issues in compliance with SLAs and deliver a customer-first experience Handle user onboarding tasks such as account setup and password resets Collaborate with US-based teams adjusting to EST PST time zone requirements Take full ownership of help requests from receipt to resolution with professional communication Prioritize and categorize incidents requests accurately capturing all relevant user information Aim for maximum first-contact resolution through effective troubleshooting Manage tickets throughout their lifecycle updating with timely and accurate information Escalate VIP or critical issues promptly with awareness of internal organizational structure Continuously enhance personal technical knowledge and share insights with the team Qualifications Required Skills Qualifications Minimum 2 years experience in a US customer service or IT helpdesk technical support role Strong verbal and written communication skills in English Familiarity with helpdesk ticketing tools e g Zendesk ServiceNow Freshdesk Jira Ability to work independently with minimal supervision Comfortable working night shifts or overlapping with US business hours Preferred Qualifications Prior experience in BPO ITeS supporting US clients ITIL Foundation certification or technical diploma a plus not required Experience with remote desktop tools AnyDesk TeamViewer etc Shift Timing Night shift or flexible schedule with overlap to US time zones EST PST Additional Information WORKING AT ALTISOURCE ADVANTAGES Prosperity Competitive salary based on your experience and skills Good Health Comprehensive insurance plans - Medical insurance for employees and family Personal Accident Benefit and Life Insurance for employees Wellness Programs - Doctor support Psychologist Counselor Onsite health checkup camps etc Happiness 10 paid holidays plus 26 paid days off per year Lots of employee engagement activities OUR CORE VALUES For our employees customers and shareholders we commit to Act with Integrity - exhibit unwavering integrity compliance and ethical conduct at all times Energize People - enable exceptional people to energize their teams and drive results Empower Innovation - reward the relentless creation of innovative and compliant solutions to achieve our mission and generate value for our customers Exceed Customer Expectations - execute world-class solutions to deliver value and delight our customers Win as a Team - embrace the passion energy and power of our global teams to win as One-Altisource Enrich Communities - create positive impacts for the communities where we live and serve Are you up to the challenge What are you waiting for Apply today