Sr Associate, Technical Customer Care

Cotality•San Diego, CA

About The Position

Manage inbound technical inquiries on behalf of clients, acting as an extension of the client. The role may support top-tier clients with more stringent SLA requirements and involve reviewing complex issues with clients through calls and meetings. The position supports internal and external users with complex technical and application issues, using multiple systems to service inquiries. It provides advanced first- and second-level assistance, resolves moderately complex issues with little supervision, and handles more advanced issues with assistance from others. The associate uses critical thinking to determine when to escalate, may prepare custom manual or ad hoc client reports, documents tickets and resolutions, consults and contributes to the knowledge database, and follows up within established business SLAs. The role also supports mentoring and training new team members.

Requirements

High school diploma or GED.
At least 3 years of applicable technical and/or customer support work experience.
Demonstrated outstanding customer service skills, responsiveness, and ability to advocate for customers and establish trust.
Ability to lead issue-review discussions with clients and explain technical information effectively to non-technical audiences.
Sound decision-making based on analysis, experience, and judgment.
Strong problem-solving skills, including diagnosing issues through curiosity and careful probing.
Excellent listening skills and ability to accurately restate a client's issue.
Excellent verbal and written communication skills, including clear, concise, accurate, and empathetic communication.
Strong interpersonal skills and ability to work with cross-functional and geographically distributed teams.
Self-motivated, flexible, personable, and collaborative, with a record of maintaining effective working relationships with employees and clients.
Strong time-management skills, ability to multitask and prioritize, attention to detail, and ability to meet deadlines.
Dependable and consistent attendance in accordance with business guidelines.

Nice To Haves

Experience in the real estate, mortgage, or appraisal industry.

Responsibilities

Manage inbound technical inquiries on behalf of clients and act as an extension of the client.
Review complex issues with clients through calls, meetings, and other interactions.
Work with Client Success, Product, and Sales stakeholders when issues are escalated.
Support internal and external users with complex technical and application issues, using multiple systems as needed.
Provide advanced first- and second-level assistance and escalate tickets or calls when appropriate.
Troubleshoot and resolve moderately complex support and functionality issues with little supervision, and handle more advanced issues with assistance.
Use critical thinking to determine when to advance or escalate an issue.
Build, run, or send custom manual or ad hoc reports for clients as needed.
Document tickets, research, and resolutions in the CRM and ticket-tracking system.
Consult the knowledge database to optimize resolutions and follow through with callers.
Help develop knowledge database articles to support training, development, and onboarding of junior team members.
Follow up on inquiries within established business SLAs.
Assist with mentoring and training new team members.