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