Associate, Technical Customer Care

Join CotalityAt Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.Job DescriptionManage inbound technical inquiries on behalf of client, acting as an extension of our clientThis role may support top tier clients with more stringent SLA requirementsInteract with clients (in addition to Users) to review more complex issues via calls, meetings, etc.Interact with internal stakeholders from Client Success, Product and Sales should escalations occurSupport both internal and external users with complex technical and application issuesComplex use of multiple systems in order to service customer inquiries (can be up to 10 systems)Provide first level assistance for defined problems and escalate tickets/calls as necessaryTroubleshoot and resolve moderately complex support and functionality issues with little supervision and more advanced complex issues with assistance from others. Must use critical thinking to ascertain when to advance/escalate the issue.Validate and run scripts in applications such as SQL, Azure, etc.May build/run/send custom manual/ad hoc reports for clientsThoroughly document all tickets, research, and resolutions in CRM and ticket tracking systemConsult knowledge database to optimize resolutions and follow through on resolution with callersProvides timely follow up to inquiries per established business SLAsJob QualificationsHigh School Diploma or GED required3+ years applicable technical and/or customer support work experience highly preferred.Experience in real estate/mortgage/appraisal industry preferredDemonstrated outstanding customer service skills; has exhibited a consistent track record of responsiveness and acting as an advocate for customers; establishes relationships and gains trust and respect.Must be able to conduct issue review discussions with clients and communicate technical information effectively to a non-technical audience.Quality decision-making skills; makes good decisions based upon a mixture of analysis, experience and judgement.Strong problem-solving skills; probes for clear understanding of the issues, is naturally curious, looks beyond the obvious and works effectively to diagnose and comes up with the best answersExcellent listening skills; can accurately restate the question/issue from the client's perspective to ensure clear understandingExcellent communication skills; provides clear, concise and accurate information and shows empathy in verbal and written formStrong interpersonal skills; ability to work well with cross-functional and geographically distributed teams; personable, self-motivated, flexible, and a team player; a history of establishing and maintaining effective working relationships with fellow employees and clientsStrong time management skills; must be able to multi-task and maintain focus with a strong attention to detail; able to prioritize, meet deadlines while completing tasks in a timely mannerMeet attendance schedule with dependability and consistency per business guidelinesKnowledge of technical applications and tools (for example SQL) strongly preferred.Annual Pay Range: 34,400 - 41,600 USDThis opportunity is expected to remain posted through the date identified below, subject to business needs.Thrive with CotalityAt Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.Highlights, depending on role classification, include:Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.Health: Multiple medical plan options with mental health and wellness support offerings.Retirement: 401(k) with company match and vesting after one year.Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace.Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.