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.

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!

Remote Work :

Yes

Employment Type :

Full-time