Customer Service Specialist

  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.

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)

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!