Technical Support Associate

Cotality is a company driven by the mission to enhance the property industry through innovative technology and insights. They are seeking a Technical Support Associate who will serve as the primary contact for clients, addressing technical queries and ensuring effective communication throughout ticket lifecycles.

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

Skills

• High School Diploma or GED required
• 1+ years of customer support experience required
• 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
• Two-year technical degree or 2 years of technical work-related experience strongly preferred
• 2 years or more of customer support experience preferred
• Technical help desk or Contact Center experience is a plus

Benefits

• 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 offerings.
• 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!

Company Overview