Associate, Technical Customer Care

About the Role

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. We are the trusted source for property intelligence, offering unmatched precision, depth, breadth, and insights across the entire ecosystem. Our global team of 5,000 employees leverages our network, scale, connectivity, and technology to drive the largest asset class in the world. Join us in working toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Responsibilities

• Manage inbound technical inquiries on behalf of the client, acting as an extension of our client.
• Support top-tier clients with stringent SLA requirements.
• Interact with clients and users to review complex issues via calls, meetings, etc.
• Collaborate with internal stakeholders from Client Success, Product, and Sales for escalations.
• Support internal and external users with complex technical and application issues.
• Utilize multiple systems (up to 10) to service customer inquiries.
• Provide first-level assistance for defined problems and escalate tickets/calls as necessary.
• Troubleshoot and resolve moderately complex support and functionality issues with minimal supervision and escalate more advanced issues when needed.
• Validate and run scripts in applications such as SQL, Azure, etc.
• Build, run, and send custom manual/ad hoc reports for clients.
• Thoroughly document all tickets, research, and resolutions in CRM and ticket tracking systems.
• Consult the knowledge database to optimize resolutions and follow through with callers.
• Provide timely follow-up to inquiries per established business SLAs.

Qualifications

• High School Diploma or GED required.
• 3+ years of applicable technical and/or customer support work experience highly preferred.
• Experience in the real estate/mortgage/appraisal industry preferred.

Skills

• Demonstrated outstanding customer service skills, with a track record of responsiveness and advocacy for customers.
• Ability to establish relationships and gain trust and respect.
• Strong communication skills to convey technical information effectively to non-technical audiences.
• Quality decision-making skills, balancing analysis, experience, and judgment.
• Excellent problem-solving skills, with a curious and thorough approach to diagnosing issues.
• Strong listening skills, ensuring clear understanding of client issues.
• Clear, concise, and empathetic communication in both verbal and written forms.
• Strong interpersonal skills, with the ability to work well in cross-functional and geographically distributed teams.
• Effective time management, multitasking, and attention to detail.
• Ability to prioritize and meet deadlines.
• Dependability and consistency in meeting attendance schedules.
• Knowledge of technical applications and tools (e.g., SQL) strongly preferred.

Pay

Annual Pay Range: $34,400 - $41,600 USD

Benefits

• Time Off: Generous PTO, 11 paid holidays, well-being time, 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.
• 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!

Cotality is an Equal Opportunity employer committed to diversity and inclusion. We maintain a Drug-Free Workplace and embrace everyone’s unique contributions, experiences, and values.