Associate, Technical Customer Care

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world.

Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

About the role

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 life cycles, 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 Dallas or OKC, 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 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.

Job 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 SLAsActs as a mentor to new hires and may assist with training

Job Qualifications:

High School Diploma or GED required2-year technical degree or equivalent technical work-related experience required3+ years applicable technical/support work experience highly preferred

Experience in real…