Company Description

About the Company

Through a merger in 2021, the Lendi Group brings together Lendi (and Australia’s #1 online home lending platform) and Aussie Home Loans, Australia’s leading branded mortgage broker. We're revolutionizing the industry with a best-in-class technology platform and suite of tools that take the hard work out of home loans for our Customers and Brokers alike. Every day we help thousands of Australians research, compare, apply for, and settle their home loans.

Our vision: To create a new era of seamless connection in property finance.

Our mission: To change the way Australians experience property lending, for good.

Job Description

About the role

Provide outstanding customer experiences to corporate team members and brokers as part of a Level 1 Support function within the Lendi Group team in the Philippines.

This role provides a critical support function to the Lendi Group team based in Manila, providing quality customer service, operational and system support by ensuring fast, quality resolution of incidents, enquiries and user lifecycle tasks.

Responsibilities

• Respond to and resolve enquiries received via self-service case logging, webchat, phone calls and email within agreed timeframes, keeping users informed of the status of their cases through to resolution.

• Provide functional and technical user support to team members on systems, processes, and technology within the Lendi Group environments

• Escalate cases to Platform, Technology & Engineering teams to resolve technical issues.

• Log cases to external providers and monitor case progress to resolution keeping users updated of the same.

• Build and re-build laptops as needed to enable users to commence or continue their work. Follow build processes provided by Level 3 engineers.

• Provide effective education and information to users on best practice use of systems and technologies (e.g. laptops, telephony, Lendi Platform, Office 365, Windows etc)

• Create, review and update knowledge articles, self-help guides and documentation to support the local team

• Record accurate and timely case notes to keep users appraised of case progress and allow for problem analysis and prompt escalation.

• Remote troubleshooting of IT hardware and software issues

• Maintain hardware and software inventory control and asset management records.

• Coordinate with external vendors and Operations team for ordering of new hardware

• Liaise with relevant internal and external teams for additional information to resolve specific enquiries

• Undertake training or other learning activities on assigned subject matter related to services and systems supported

Qualifications

Qualifications

• Preferably has 2-5 years of experience in Technical Support or Service Desk role and the following:

• Has experience with Technical Support Level 1 and Level 2 with Microsoft Window User Environment, Mac User Environment and Office 365

• Strong knowledge in maintaining and troubleshooting devices (Windows and Mac)

• Has the ability to investigate issues & troubleshoot effectively based on initial input provided by the affected user

• Able to help users navigate on systems by providing tailored instructions

• Can troubleshoot IT hardware and software issues

• Excellent interpersonal skills and ability to work well within a team environment.

• Ability to work pro-actively and reliably to deadlines, much of the time without constant supervision.

• Ability to prioritize and manage multiple complex issues and adapt to different challenges and changing priorities.

• Must have an attitude of continuous improvement – looking for innovation and improvement in existing and new processes, knowledge, systems and self-service capabilities to reduce incident cases.

• Having experience working with Salesforce or Helix is an advantage

• Preferably has experience working with a lending or financial services account/organization

Additional Information

What's in store for you at Lendi?

• Partially Flex-first (required to go to our Makati office 1-2x a week)
• Health Insurance (HMO) for you & 1 free dependent
• Health & well-being programs
• Generous amount of leaves (total of 30 leaves - 25 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs)
• Extra leave credits are given when you will get vaccinated
• Extra allowances will be given for WFH set-up such as internet subsidy worth Php 2,000 monthly
• Life insurance effective on Day 1
• Fixed weekends off! (Mondays to Fridays only - permanent Dayshift)
• 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 Flex-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.

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