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Cotality · 2 hours ago

Technical Support Associate

Oxford, MS

Full-time

Hybrid

Mid Level

$35K/yr - $40K/yr

3+ years exp

Cotality is a leader in property intelligence, dedicated to enhancing the property industry through innovative technology and customer service. The Technical Support Associate will serve as the primary contact for clients, addressing technical inquiries and ensuring effective communication throughout the ticket lifecycle.

Property InsuranceReal EstateSoftware

Hiring Manager

Nichole Tumpkin

Responsibilities

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

Qualification

Technical support experienceSQLCustomer service skillsProblem-solving skillsListening skillsClient facing skillsReal estate experienceInterpersonal skillsTime management skillsCommunication skillsDecision-making skills

Required

High School Diploma or GED required

2-year technical degree or equivalent technical work-related experience required

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