
L1 Technical Support
2 weeks ago
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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