Sr Associate, Technical Customer Care

CoreLogic; San Diego (CA); On-site; USD 44,000 - 54,000; Full time

Benefits offered by this job

Generous PTO

11 paid holidays

Parental leave

Medical plans

401(k) with company match

Well-being stipend

Tuition assistance

Referral bonuses

Job summary

Cotality is seeking a customer support specialist to manage inbound technical inquiries and act as a trusted extension of our client teams. You will review complex issues with clients and interdepartmental stakeholders, providing timely first- and second-level assistance while documenting resolutions in our CRM system.

Ideal candidates demonstrate outstanding customer service, strong problem-solving skills, and the ability to communicate technical information clearly to non-technical audiences

Qualifications

• Excellent communication skills; ability to convey technical information to non-technical audiences.
• Strong problem-solving with the ability to diagnose and resolve issues effectively.
• Excellent listening and analytical skills to understand customer needs.
• Proven time management; ability to multi-task and meet deadlines.

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.
• Provide advanced first and second level assistance for customer issues and escalations.
• Document all tickets and resolutions in CRM and knowledge base to support training.

Skills

Excellent communication

Strong problem-solving

Time management

Multi-tasking

Customer advocacy

Education

High School Diploma or GED

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 advanced first level and second level assistance for customer issues 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.
• 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.

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, 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 Opportunityemployer committed to attracting and retaining thebest-qualified people available, without regard torace, color, religion, national origin, gender, sexualorientation, gender identity, age, disability or statusas a veteran of the Armed Forces, or any other basisprotected by federal, state or local law. Cotalitymaintains a Drug-Free Workplace.

Cotality is fully committed to a work environment that embraces everyone’s uniquecontributions, experiences and values. We offer anempowered work environment that encouragescreativity, initiative and professional growth andprovides a competitive salary and benefits package. We are better together when we support and recognize our differences.

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