Technical Support Associate

* 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
* 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
* Experience in real estate/mortgage/appraisal industry 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.

Cotality is fully committed to a work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. Please navigate to "location" and filter on desired country under the "locations". ex:
United States, Canada, United Kingdom, India# We have some exciting news to share with you, Core Logic will now be called Cotality! Our new brand reflects our commitment to delivering innovative solutions and building deep relationships.

Speaking of fresh starts—if you’re thinking about making a change, and you’re someone who wants to work for a growing company with a people-first culture which has earned us Great Place to Work recognitions in six countries, apply today!

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national…