Technical Support Agent diagnosing and troubleshooting end user system access and device issues in a call center environment. Working with customers to resolve technical issues and ensuring customer satisfaction.
About the role
- Technical Customer Care Associate role providing client support for complex technical inquiries at Cotality. Involves troubleshooting and managing escalated tickets while ensuring excellent customer service.
Responsibilities
- Manage inbound technical inquiries on behalf of client, acting as an extension of our client
- Interact with clients 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
- 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
- Validate and run scripts in applications such as SQL, Azure, etc.
- Thoroughly document all tickets, research, and resolutions in CRM and ticket tracking system
- Provides timely follow up to inquiries per established business SLAs
- Acts as a mentor to new hires and may assist with training
Requirements
- 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
- Quality decision-making skills
- Strong problem-solving skills
- Excellent listening skills
- Excellent communication skills
- Strong interpersonal skills
- Strong time management skills
- Must possess knowledge of technical applications (for example SQL) based on the business unit.
Benefits
- Generous PTO and 11 paid holidays
- 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!
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