Technical Support Associate

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 lifecycles, 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, TX or San Diego, CA where candidates should live within a commutable distance.

Training: New employees can expect 8 weeks of training. The hours of training are Monday - Friday, 8AM-5PM or 9AM-6PM Central.

Schedule: Hours of operation are 7:00am - 6:00pm CT. Employees can exercise a hybrid work model, with 1 day onsite (Dallas on Wednesday, and San Diego on Thursday) 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:

• 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

Job Qualifications:

• High School Diploma or GED required

• Two-year technical degree or 2 years of technical work-related experience strongly preferred

• 1 years of customer support experience required; 2 years or more preferred

• Technical help desk or Contact Center experience is a plus

• 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

#LI-Hybrid

Annual Pay Range:

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

Thrive with Cotality

At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.

Highlights include:

• Time off: Generous PTO and 11 paid holidays, plus well-being 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 offerings.

• 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!

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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 maintains a Drug-Free Workplace.

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. We are better together when we support and recognize our differences.

By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide.