L1 Technical Support

2 weeks ago

Manila, National Capital Region, Philippines GenuineXs Full time $40,000 - $60,000 per year

About the Role 

We are seeking an experienced L1 Technical Support Specialist with a background in mortgage-related processes to join our team for a short-term, two-month contract. This role is fully remote, supporting a U.S.-based customer that outsources various functions including L1 technical support, mortgage-specific virtual assistance, quality control for database monitoring, and late-night tech support coverage.

Key Responsibilities

  • Provide first-level technical support for end users, ensuring timely and effective issue resolution.

  • Troubleshoot hardware, software, and basic network-related problems.

  • Support mortgage-related systems, tools, and workflows, ensuring accuracy and compliance.

  • Monitor databases for performance, errors, or irregularities, escalating as needed.

  • Provide late-night coverage as assigned, ensuring continuous support availability.

  • Document incidents, troubleshooting steps, and resolutions in the ticketing system.

  • Collaborate with other support tiers and operational teams to maintain service quality.

Qualifications

  • Proven experience in L1 technical support with mortgage-specific industry knowledge.

  • Familiarity with mortgage software, systems, or workflows.

  • Strong troubleshooting skills for common hardware/software issues.

  • Experience with ticketing systems and remote support tools.

  • Strong communication skills in English, both written and verbal.

  • Ability to work independently with minimal supervision.

  • Willingness to work flexible or late-night shifts as needed.

Preferred Experience

  • Prior remote support work for U.S.-based clients.

  • Background in quality control or database monitoring.

  • Experience supporting outsourced operations in a BPO or VA setup.

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