Technical Support Specialist (L1)

Lendi Group is the group born out of the merger of Aussie Home Loans and Lendi. As a Group we operate a multi-brand strategy across Aussie Home Loans and Lendi, pulling together a truly personalised home loans experience for the Australian audience that balances both human support and smart technology.  

We’re revolutionising the industry with best-in-class technology and a suite of tools that takes the hard work out of home loans – for our Customers and Brokers alike.

At Lendi Group we value work life balance. Our flex-first policy enables our team members to choose how they do their best work; home, office, or flex!

Diversity, Equality, and Inclusion are fundamental to the success of Lendi Group. We’re passionate about fostering an environment where our team members feel valued and supported and we celebrate everyone’s unique identity.

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

About the role:

Deliver exceptional customer experiences to corporate team members and brokers as a key part of the Level 1 Support team within Lendi Group. In this role, you’ll provide top-notch support to the Lendi Group team, ensuring smooth operations and resolving technical issues, inquiries, and user tasks. You’ll be at the forefront, assisting internal stakeholders and brokers with their technical and broker-related needs, making a direct impact on our success.

Responsibilities:

• Respond to and resolve inquiries via self-service, webchat, phone, and email, keeping users updated.
• Provide technical and functional support on systems, processes, and technology within Lendi Group.
• Escalate cases to Level 2 Platform, Technology & Engineering teams as needed.
• Log cases with external providers, track progress, and keep users informed.
• Build/re-build laptops for users following Level 3 processes.
• Educate users on best practices for systems and technologies (e.g., laptops, Office 365, Windows).
• Create, review, and update knowledge articles and self-help guides.
• Record case notes for tracking and escalation.
• Troubleshoot hardware and software issues remotely.
• Manage hardware/software inventory and asset records.
• Coordinate with vendors and Operations team for new hardware.
• Liaise with internal/external teams to resolve inquiries.
• Undertake training on supported services and systems.

• At least 2 years of experience in Technical Support or Service Desk with excellent customer service skills.
• Strong communication skills to engage internal stakeholders in Australia and the Philippines.
• Proficient in maintaining and troubleshooting devices (Windows and Mac).
• Ability to investigate issues and troubleshoot based on user input.
• Skilled in prioritising and managing multiple complex issues while adapting to changing priorities.

What's in store for you at Lendi?

• Flex-first (Hybrid) but must be willing to work onsite once a week in our Makati office.
• Health Insurance (HMO) for you & 1 free dependent 
• Health & well-being programs
• Generous amount of leaves (total of 25 leaves - 20 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs) 
• Competitive commissions/incentives
• Extra allowances will be given for WFH set-up such as internet subsidy 
• Life insurance effective on Day 1 
• Access to training and opportunities for career progression/promotion
• Fun & exciting monthly social clubs - at the moment done virtually
• Government mandated benefits are provided - SSS, Philhealth, & Pag-ibig. 

      & many more!

How to Flexi-first:

• You must have a stable fixed internet connection (minimum 50mbps)
• An ample working space with office table and chair is also required.
• Lendi will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.