Technical Support Associate

Cotality • Irving, TX

2d • Hybrid

About The Position

Are you driven by the desire to offer unparalleled technical assistance and unravel intricate issues? Cotality is on the lookout for a hybrid-remote committed and deeply customer-oriented Technical Customer Care Associate. Your role is paramount, serving as the primary touchpoint for our most valued clients, ensuring their tech queries are addressed swiftly and expertly. Your tasks encompass overseeing intricate tickets, delving deep into issues for diagnosis, and ensuring apt escalation when needed. As the chief advocate for users during ticket lifecycles, you'll also facilitate communication in meetings with both internal teams and external partners, ensuring everyone stays informed and aligned. At Cotality, we champion a culture of growth, empowering you to learn, excel, and reach your pinnacle of success. Location: This role will be based in Austin, Dallas, or Oxford where candidates should live within a commutable distance. Our current model is hybrid, 1 day onsite, in office with the remaining remote. Training: New employees can expect 4-6 weeks of training. Schedule: Center hours are 7:00am - 7:00pm CT. Post training, employees can exercise a hybrid work model, with 1 day onsite (Austin & Dallas on Tuesday, and Oxford on Wednesday) and 4 days working remotely, based on individual performance. This model could change based on business needs. Employees could be assigned a schedule which could include coming in earlier than 8:00am, or working later than 5:00pm, but still within center hours of operation. Adherence to working these hours is required, no exceptions.

Requirements

• High School Diploma or GED required
• 2-year technical degree or equivalent technical work-related experience required
• 3+ years applicable technical/support work experience highly preferred
• Demonstrated outstanding customer service skills; has exhibited a consistent track record of responsiveness and acting as an advocate for customer; establishes relationships and gains trust and respect
• May facilitate issue review discussions with client therefore must have basic client facing skill set to articulate effectively.
• 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
• Must possess knowledge of technical applications (for example SQL) based on the business unit.

Nice To Haves

• Experience in real estate/mortgage/appraisal industry preferred

Responsibilities

• Manage inbound technical inquiries on behalf of client, acting as an extension of our client
• This role may support ‘white glove’/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 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
• 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
• Acts as a mentor to new hires and may assist with training

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED