Technical Support Specialist - Remote

Overview

We are seeking a detail-oriented Technical Support to assist our loan officers and field personnel by handling internal support requests.

In Short

• Manage and respond to support tickets using Freshdesk (Zendesk).
• Assist loan officers and field personnel by sharing relevant SharePoint articles and instructional resources.
• Communicate primarily through email, with occasional phone calls as needed.
• Run searches in Guild IQ to verify the accuracy of AI-generated responses.
• Perform minor troubleshooting and basic data entry tasks.
• Ensure tickets are handled accurately, efficiently, and in a timely manner.

Requirements

• Strong written communication skills.
• Basic troubleshooting and problem-solving ability.
• Attention to detail and accuracy in data entry.
• Ability to follow documented processes and use internal knowledge resources.
• Comfortable working with ticketing systems and internal tools (experience is a plus, training provided).

Benefits

• Above market salary.
• HMO on Day 1 for principal and two dependents.
• Government-mandated benefits.
• Performance-based Incentives.
• Quarterly Company Events.
• 1,000 PHP De Minimis.
• Equipment and software provided.