Sr Associate, Technical Customer Care

Cotality; Dallas (TX); On-site; USD 44,000 - 54,000; Full time

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave (up to 16 weeks)

Health plans with mental health & well

401(k) with company match

Tuition assistance

Job summary

Cotality is seeking a experienced technical customer support professional to manage inbound inquiries for clients in the property industry. The role requires handling complex issues, coordinating with Client Success, Product and Sales, and escalating where needed.

Ideal candidates will have 3+ years in tech/customer support, familiarity with real estate/mortgage domains, and strong communication skills to convey technical details to non-technical users.

Qualifications

• 3+ years of technical and/or customer support experience.
• Experience in real estate/mortgage/appraisal industry preferred.
• Ability to explain technical information to a non-technical audience.

Responsibilities

• Manage inbound technical inquiries on behalf of clients.
• Act as an extension of our client by supporting top-tier clients with strict SLAs.
• Interact with clients and internal stakeholders to resolve complex issues across multiple systems.
• Document tickets and resolutions in the CRM/ticketing system and contribute to knowledge base.

Skills

Customer service

Communication

Problem solving

Time management

Multitasking

Teamwork

Education

High School Diploma/GED

Tools

CRM software

Ticketing system

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 clientThis 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 issuesComplex use of multiple systems in order to service customer inquiries (can be up to 10 systems) Provide advanced first level and second level assistance for customer issues and escalate 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. 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. Help develop knowledge database articles to support training, development, and onboarding of more junior team members.Provides timely follow-up to inquiries per established business SLAs.Assist with mentoring and training new team members.

Job Qualifications

High School Diploma or GED required 3+ years applicable technical and/or customer support work experience required.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

Annual Pay Range

43,500 - 54,080 USD

Application Window

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

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, 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.