Senior Associate, Technical Customer Care, Research

Make an impact with the power of your ideas

Cotality is no ordinary company. We’re the only holistic data, insights and workflow solutions provider for the property ecosystem—serving industries ranging from real estate to public policy to retail—and counting. Together, we're making the complex more seamless, more unified and more resilient to whatever the future may hold.

Cotality is committed to investing in the most talented employees providing them with career advancement opportunities, and supportive, visible, and trusted leadership. We foster a collaborative culture with work-life balance. At Cotality, you will be a part of an inclusive enterprise team that does impactful and meaningful work, shaping the future of the property industry and beyond.

Job Description:

Join Cotality as a Technical Customer Care Sr. Associate -Research, where dedication meets complexity. Delve deep into Tier 2 issues, steering escalated or intricate challenges towards resolution. Excellence in this role means showcasing not just your fervor for customer service, but also your meticulous attention to detail when troubleshooting. Whether on a call, via email, or through chat, your communications will be clear, positive, and solution-oriented, always prioritizing the client's needs. This position serves as a launchpad, opening avenues for advancement within Technical Customer Care and other operational sectors. At Cotality, we champion a culture of growth, empowering you to learn, excel, and reach your pinnacle of success.

This role supports customers on the research and technical aspects of the Mercury platform.

JOB DUTIES

• Handles Tier 2 escalated or higher-level inquiries in real-time and follows through to resolution. Demonstrate ability to de-escalate the situation and empathize with the customer 

• Complete the required research on the issue escalated to them by client, their customers, internal stakeholders and/or third parties.  Reference various systems and tools to analyze information, and collaborate with others to provide resolution  

• Escalates to Tier 3 within required SLA guidelines if unable to resolve. Monitors cycle time and keeps customer informed 

• Report on coaching/knowledge gaps for Technical and Sr Technical Associates that are identified while working escalated inquiries 

• Follow process business rules and guidelines to offer solutions and educate customer where appropriate. Use discretion, as applicable, and identify when further escalation to leadership and/or other teams/dept is required 

• Collaborate with other teams and the client to expedite resolution to issue and/or work through exception situations 

• Document customer interactions and outcomes completely in appropriate systems  

• Effectively leverage workflow system to manage ticket inventory and track required information 

• Build customer confidence by following up and providing regular updates to the customer   

• Effectively represent the Cotality brand by providing exceptional customer experiences 

• Meet or exceed established department metrics 

Job Qualifications:

• HS diploma or GED required  

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

• 3+ years of applicable technical support experience required 

• Experience with Microsoft (Office, SharePoint), strong working knowledge of SQL preferred  

• Experience in real estate/mortgage/appraisal industry preferred 

• Requires a higher level of written and verbal communication skills due to nature of these issues, along with excellent customer service and active listening skills. 

• Advanced technical problem-solving and analytical skills while remaining flexible when adapting to change. 

• Strong technical skills to navigate and research systems and applications for required information. 

• Demonstrated ability to work in a structured, fast-paced environment while maintaining attention to detail. 

• Ability to set priorities and manage multiple tasks/clients simultaneously while meeting deadlines 

• Demonstrate patience and empathy and have the ability to work collaboratively with others

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.

Cotality is an Equal Opportunity