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 Cotality is a technology firm helping property professionals with data, valuations, surveys and retrofit solutions. It was founded in 2005, and is headquartered in Solihull, Solihull, GBR, with a workforce of 1001-5000 employees. Its website is