Sr Associate, Technical Customer Care

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 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.

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 packag