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

Energize People

Empower Innovation

Exceed Customer Expectations

Win as a Team

Enrich Communities

Are you up to the challenge What are you waiting for Apply today!