Technical Customer Care Specialist

Cotality; Dallas (TX); On-site; USD 34,400 - 41,600; Full time

Benefits offered by this job

Time off: Generous PTO and holidays

Parental leave and baby stipend

Health plans and wellness support

401(k) with company match

Job summary

Cotality is actively hiring for a Customer Support Specialist to manage inbound technical inquiries, assist top-tier clients, and resolve complex issues across multiple systems. The role emphasizes clear communication and strong customer advocacy within a fast-paced property-tech environment.

Ideal candidates have 3+ years in technical/customer support, familiarity with SQL and CRM tools, and the ability to collaborate with cross-functional teams while meeting SLA expectations.

Qualifications

• High School Diploma or GED required.
• 3+ years of technical and/or customer support experience 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.
• Knowledge of technical applications and tools (for example SQL) strongly preferred.

Responsibilities

• 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 elevate 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.

Skills

Customer service

Technical support

Communications

Problem solving

Cross-functional collaboration

SQL basics

Education

High school diploma or GED

Tools

SQL

CRM system

Job description

Cotality is actively hiring for a Customer Support Specialist to manage inbound technical inquiries, assist top-tier clients, and resolve complex issues across multiple systems. The role emphasizes clear communication and strong customer advocacy within a fast-paced property-tech environment.

Ideal candidates have 3+ years in technical/customer support, familiarity with SQL and CRM tools, and the ability to collaborate with cross-functional teams while meeting SLA expectations.