Company DescriptionAre 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 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.Job DescriptionRespond 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.QualificationsRequired Skills & Qualifications:Minimum 2 years’ experience in a US customer service or IT helpdesk/technical support roleStrong verbal and written communication skills in EnglishFamiliarity with helpdesk/ticketing tools (e.g., Zendesk, ServiceNow, Freshdesk, Jira)Ability to work independently with minimal supervisionComfortable working night shifts or overlapping with US business hoursPreferred Qualifications:Prior experience in BPO/ITeS supporting US clientsITIL 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)
