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Company Description
Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi. Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions. Building on this market-leading foundation, Lendi Groups vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Job Description
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.
What You Will Do
What's in store for you at Lendi?
How To Flexi-first
Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi. Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions. Building on this market-leading foundation, Lendi Groups vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Job Description
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.
What You Will Do
- Respond to and resolve inquiries through self-service, webchat, phone, and email, keeping users informed and handle inbound and outbound customer service calls while delivering exceptional support and assistance.
- 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, Service Desk, and Customer Service, including inbound and outbound call handling.
- Has experience with Technical Support Level 1 with Microsoft Window User Environment, Mac User Environment and Office 365
- Can troubleshoot IT hardware and software issues
- 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.
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.
Company Description
Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi. Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions. Building on this market-leading foundation, Lendi Groups vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Job Description
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.
What You Will Do
What's in store for you at Lendi?
How To Flexi-first
Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi. Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions. Building on this market-leading foundation, Lendi Groups vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Job Description
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.
What You Will Do
- Respond to and resolve inquiries through self-service, webchat, phone, and email, keeping users informed and handle inbound and outbound customer service calls while delivering exceptional support and assistance.
- 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, Service Desk, and Customer Service, including inbound and outbound call handling.
- Has experience with Technical Support Level 1 with Microsoft Window User Environment, Mac User Environment and Office 365
- Can troubleshoot IT hardware and software issues
- 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.
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.