Technical Support Associate

Cotality • Irving, TX

3d • 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.

Requirements

• High School Diploma or GED required
• Two-year technical degree or 2 years of technical work-related experience strongly preferred
• 1+ years of customer support experience required; 2 years or more preferred
• Aptitude for providing excellent customer service
• Strong communication skills including written for email communications (grammar, punctuation, spelling)
• Problem solving and effective listening skills
• Telephone etiquette
• Able to multi-task while speaking with a customer for most efficient service delivery
• Working knowledge and proficient with Microsoft Office Suite
• Meet attendance schedule with dependability and consistency per business guidelines

Nice To Haves

• Technical help desk or Contact Center experience is a plus

Responsibilities

• Support both internal and external users with basic technical and application issues / questions
• Manage inbound inquiries on behalf of client, acting as an extension of our client
• Remain in available status per business guidelines to handle incoming phone and email queues. Inquiries can be phone, email, or web
• Provide first level assistance for defined technical problems and escalate issues per business guidelines
• Complex use of multiple systems to service customer inquiries (can be up to 10 systems)
• Interpret and diagnose issues by reviewing logs, scripts or debugging applications
• Accurately documents every interaction within CRM and ticketing systems
• Consult knowledge database to optimize resolutions and follow through on resolution
• Provides timely follow up to close the loop with customers per business guidelines
• Notes any trends with incoming issues and notifies their manager in a timely manner so that the level of attention is broadened
• Must adhere to strict schedule and meet attendance guidelines

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