Associate, Technical Customer Care

Cotality; Town of Florida (NY); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Health plan

Generous PTO

Parental leave

Job summary

Cotality, a global property intelligence leader, seeks a customer-focused support specialist to manage inbound technical inquiries for top clients. You will act as an extension of our client teams, review complex issues, and collaborate with Success, Product and Sales to resolve them.

The role emphasizes clear communication, decisive problem solving, and accurate ticket documentation in our CRM, with a strong on-site or hybrid work culture and comprehensive benefits.

Qualifications

• 3+ years applicable technical and/or customer support work experience highly preferred.
• Experience in real estate/mortgage/appraisal industry preferred
• Demonstrated outstanding customer service skills; acts as advocate for customers; builds trust and relationships.
• Must be able to explain technical information to a non-technical audience.

Responsibilities

• Manage inbound technical inquiries on behalf of client, acting as an extension of our client.
• Interact with clients to review complex issues via calls, meetings, etc.
• Escalate to internal stakeholders from Client Success, Product and Sales when needed.
• Provide first level assistance for defined problems and escalate as necessary.
• Troubleshoot and resolve moderately complex issues with little supervision.
• Document all tickets, research, and resolutions in CRM and ticket system.

Skills

Customer service

Communication skills

Problem solving

Time management

Attention to detail

Cross-functional collaboration

SQL

Education

High School Diploma or GED

Tools

SQL

Job description

At 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 Description:

• Manage inbound technical inquiries on behalf of client, acting as an extension of our client
• This role may support top tier clients with more stringent SLA requirements
• Interact 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 occur
• Support both internal and external users with complex technical and application issues
• Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
• Provide first level assistance for defined problems and escape tickets/calls as necessary
• Troubleshoot 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 clients
• Thoroughly document all tickets, research, and resolutions in CRM and ticket tracking system
• Consult knowledge database to optimize resolutions and follow through on resolution with callers
• Provides timely follow up to inquiries per established business SLAs

Job Qualifications:

• High School Diploma or GED required
• 3+ years applicable technical and/or customer support work experience highly preferred.
• Experience in real estate/mortgage/appraisal industry preferred
• Demonstrated 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 answers
• Excellent listening skills; can accurately restate the question/issue from the client's perspective to ensure clear understanding
• Excellent communication skills; provides clear, concise and accurate information and shows empathy in verbal and written form
• Strong 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 clients
• Strong 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 manner
• Meet attendance schedule with dependability and consistency per business guidelines
• Knowledge of technical applications and tools (for example SQL) strongly preferred.

Annual Pay Range: 34,400 - 41,600 USD

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs. 2026-07-24

Thrive with Cotality

At 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

• 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

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.

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