Associate, Technical Customer Care

Responsibilities

• Manage inbound technical inquiries on behalf of the client, acting as an extension of our client.
• Support top‑tier clients with stricter SLA requirements.
• Interact with clients (in addition to users) to review complex issues via calls, meetings, etc.
• Engage internal stakeholders from Client Success, Product and Sales if escalations occur.
• Support internal and external users with complex technical and application issues.
• Use up to 10 systems to address customer inquiries.
• Provide first‑level assistance for defined problems and escalated tickets/calls as necessary.
• Troubleshoot and resolve moderately complex support and functionality issues with little supervision, while advanced issues are addressed with assistance from others.
• Apply critical thinking to determine when to advance or escale an issue.
• Validate and execute scripts in applications such as SQL, Azure, etc.
• Build, run or send custom manual / ad‑hoc reports for clients.
• Document all tickets, research, and resolutions in the CRM and ticket‑tracking system.
• Consult the knowledge database to improve resolutions and follow up with callers.
• Provide timely follow‑up on inquiries per established business SLAs.

• 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.
• Outstanding customer‑service skills with a track record of responsiveness and advocacy for customers.
• Ability to conduct issue‑review discussions with clients and communicate technical information effectively to non‑technical audiences.
• Quality decision‑making skills; must analyze information, experience and judgement to guide decisions.
• Strong problem‑solving skills; must probe for understanding, remain naturally curious, look beyond the obvious and provide the best solutions.
• Excellent listening skills; must accurately restate the client’s perspective to ensure understanding.
• Excellent communication skills; must provide clear, concise, accurate information and show empathy in verbal and written communication.
• Strong interpersonal skills; must work well with cross‑functional, geographically distributed teams; personable, self‑motivated, flexible and team‑player.
• Strong time‑management skills; must multitask, stay focused, attend mandatory schedules, prioritize tasks and meet deadlines.
• Must meet attendance mandatory mandates with dependability and consistency per business guidelines.
• Knowledge of technical applications and tools (e.g., SQL) strongly preferred.

Annual Pay Range: 34,400 – 41,600 USD.

• Generous PTO and 11 paid holidays, plus well‑being and volunteer time off.
• Up to 16 weeks of fully paid parental leave and a baby stipend.
• Multiple medical plan options with mental health and wellness support.
• 401(k) with company match and vesting after one year.
• $400 annual well‑being stipend and tuition assistance up to $5,250.
• Recognition rewards, referral bonuses, exclusive discounts and more.

Cotality is an Equal‑Opportunity employer committed to attracting and retaining the best‑qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.