Sr Associate, Technical Services

Cotality•Oklahoma City, OK

1d•Hybrid

About The Position

Serve as the primary point of contact for IT infrastructure and proprietary software support. This role focuses on diagnosing, troubleshooting, and resolving software issues for real estate appraisers and inspectors across the US and Canada. The office is located at Oklahoma City - 501 NE 122nd Street, Suite E. Candidates should live within a commutable distance to this site. This center is open 24/7, and employees will have to work on shifts. Employees can exercise a hybrid work model after training, with 1 day onsite (Wednesday) and typically 4 days working remotely, based on individual performance. This model could change based on business needs. Adherence to working these hours is required, no exceptions. Some overtime may be desired depending on business needs. There would be one Lunch Break for 60 minutes and three 15 minutes breaks.

Requirements

High School Diploma required
Previous Help Desk or technical customer support experience is highly preferred
Familiarity with Windows
General problem solving and troubleshooting skills
Excellent searching skills
Strong analytical and multitasking skills to resolve technical issues efficiently
Ability to break down complex technical concepts into clear, layman's terms for end-users
A proactive drive to learn new software products and adapt quickly to process changes

Nice To Haves

Bachelor’s Degree preferred

Responsibilities

Diagnose and resolve complex software issues in a Windows environment
Diagnose and resolve software issues for Mobile(IOS/Android) software
Provide technical guidance and support to end-users via phone or chat
Create clear, detailed logs of all customer interactions, technical issues, and resolutions within the ticketing system
Utilize approved diagnostic utilities to identify bugs and suggest product enhancements to the development team