Support Specialist Tier 1 (UK)

We’re Hiring: Support Specialist Tier 1 (UK)!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Support Specialist Tier 1 (UK) to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Support Specialist Tier 1 (UK)

Work Arrangement: Hybrid

Location: Philippines - Makati

Schedule: Mid Shift, Night Shift

Job Description:

• Provide software support to US-based customers.
• Maintain strong knowledge of our products and system functionality.
• Identify user-related versus system-related issues accurately.
• Resolve or escalate queries appropriately.
• Provide timely case updates to customers.
• Meet and maintain Service Level Agreements consistently.
• Serve as a primary responder to incoming support calls.
• Collaborate closely with fellow support technicians.
• Provide technical assistance and user training.
• Deliver excellent customer service and build strong relationships. 

Qualification and requirements:

• Experience using Zendesk and Microsoft Office required.
• Has excellent verbal and written communication skills.
• Strong team player with dependable, flexible attitude.
• Able to work shifting schedules in 24/7 operations.
• Highly organized and responsive in fast-paced environments. 

Non-negotiable skills & requirements:

• Proven experience in an administrative support role, preferably within finance, mortgage broking, or banking.
• Exceptional attention to detail and an uncompromising commitment to accuracy.
• Strong organisational skills with the ability to prioritise daily tasks and manage multiple files simultaneously.
• Excellent written and verbal communication skills for professional liaison with lenders, solicitors, and internal teams.
• Proactive and solution-oriented mindset, with the ability to work independently and as part of a team.
• Familiarity with loan processing software (e.g., Mercury, ApplyOnline) and document platforms (e.g., Ezidox) is highly advantageous.
• A basic understanding of mortgage lending compliance (ASIC, NCCP) is preferred.
• You embody our core values: You are meticulous ('Phenomenal presentation'), seek better ways to work ('Innovator and builder'), and are driven by creating a positive outcome for clients ('Wealth for all' / 'Experience wonder').

Perks & Benefits (Work From Home/Hybrid)

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment  
• Flexible leave credits which may be used for vacation, emergency and sick leaves  
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled  Superb and exciting Mid-Year Parties – with items to give away and cash prizes!  
• Endless opportunities for career advancement  
• Annual Performance Review with Salary Increase  
• We set you up for success with a company-provided PC/Laptop and fiber internet connection  
• Tech-on-wheels Support  
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues  
• International career growth and connections  
• Unlimited cash incentives for hired referrals  
• Mental Wellness Employee Assistance program through Lifeworks  
• In-house psychiatrist available to support employees' well-being  
• Become part of the Employee Share Units program  
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

• Cloudstaff : Build Your Career, Anywhere
• Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Why Cloudstaff is the #1 Workplace?
• • Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• • Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• • Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

• To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.