Customer Service Specialist

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October 14

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Altisource

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Real Estate • Finance • Fintech

Altisource is a trusted provider of comprehensive mortgage and real estate solutions. The company offers a wide range of services including online marketing and auction platforms for residential real estate, asset management for real estate owned (REO) properties, and full-service real estate brokerage. Altisource also provides title and settlement solutions, appraisals and valuations, mortgage fulfillment, and risk management services. They serve servicers, originators, and investors, with specialized services designed to maximize results, minimize costs, and mitigate risks associated with real estate and mortgage transactions. Furthermore, Altisource offers platforms for vendor management, commercial servicing, and construction risk management. Their solutions aim to enhance quality, lower costs, and increase efficiencies in real estate transactions.

1001 - 5000 employees

Founded 1999

🏠 Real Estate

💸 Finance

💳 Fintech

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ Benefits

• 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. • 10 paid holidays, plus 26 paid days off per year • Lots of employee engagement activities