Associate Technical Support Tier 1 Call Center Agent (CST/EST Preferred)

Work set-up: 
Full Remote
Contract: 
Experience: 
Entry-level / graduate
Work from: 

Offer summary

Qualifications:

High school diploma or equivalent; a bachelor's degree in MIS, CS, or related fields is preferred., At least one year of customer service experience, preferably with technology support., Proficiency in typing at least 50 words per minute and handling multiple chat conversations., Availability for weekend or non-traditional shifts, with preference for EST or CST time zones..

Key responsibilities:

  • Respond to customer inquiries via chat, phone, email, or web regarding software issues.
  • Troubleshoot and resolve basic technical problems, including password retrieval and website navigation.
  • Maintain high customer satisfaction scores by providing friendly and knowledgeable support.
  • Document customer interactions and escalate issues following protocols.

CoreLogic logo
CoreLogic Information Technology & Services XLarge https://www.corelogic.com/
5001 - 10000 Employees
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Job description

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Job Description:

At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

From our unmatched network of trusted relationships to technical innovations to the insights and foresight that comes with deep experience and collaboration, we offer unrivaled intelligence in the property industry. Cotality connects critical touch points for a seamless and superior home-ownership journey powered by accurate, comprehensive, and up-to-date data, and back those up with five-star service and support.

This position is full-time and remote front-line 24/7 customer support team.  Benefits include health, dental, vision, life, disability, paid time off, paid maternity and paternity leave, 401K match, overtime eligibility, and a laid-back, fun work environment.

The Cotality Associate Customer Support position is a help desk, front line support for legacy NextGear Solutions and Cotality customers.  The position supports both training and troubleshooting assistance by providing consistent, high quality, efficient, friendly, and knowledgeable service.

Duties Will Include:

  • Respond to client requests regarding basic software issues using various channels such as chat, phone, voicemail, web, or email. This includes but is not limited to, general and technical software requests, password retrieval, comprehension of databases, mobile application assistance, and guidance with website navigation.

  • Engage proactively in the assigned help desk ticket system to address and resolve customer interactions.

  • Strive to achieve service-level goals as set by the Senior Manager.

  • Employ active listening skills to thoroughly analyze and troubleshoot customer inquiries while ensuring proper documentation to identify the most suitable resolution or escalation.

  • Adhere to appropriate escalation protocols to advance to the next tier of assistance and provide all essential customer details.  For instance, the necessary information includes the job number, screenshot, login, and a detailed step-by-step replication of the issue.

  • Achieve a minimum success rate of 80% in resolving inbound interactions on the initial attempt.

  • Attain and sustain a customer satisfaction score of over 90%.

  • Offer assistance for recognized defects or database issues for which solutions have already been established.

  • Enhance the help desk's professional image by providing reliable, exceptional, effective, friendly, and educated assistance to both internal and external customers.

  • Show a comprehension of help desk priorities and objectives through active engagement.

  • Tasked with maintaining continuous login to the help desk phone system and actively engaging in work throughout the assigned shift.

  • Demonstrate optimal productivity and proficiency while adapting to fluctuating client interaction levels during assigned shifts.

Job Qualifications:

  • A high school diploma or equivalent work experience is required, and a bachelor’s degree with a degree or courses in MIS, CS, or similar is preferred.
  • At least one year of customer service with technology-related customer service experience preferred.
  • Available for weekend and/or non-traditional shifts. EST or CST time zone preferred. Shifts can vary from 5:00am - 9:00pm CST.
  • Possess high energy levels and being proactive in initiating tasks while being a cooperative team member.
  • Demonstrate a strong sense of urgency to our customers.
  • Exhibit an instinctive aptitude for problem-solving, motivated by the desire to solve puzzles.
  • Proficient in operating well in a dynamic and unpredictable work setting, demonstrating exceptional adaptability and rapid learning capabilities.
  • Type at least 50 words per minute required.
  • Effective communicator with proficient spelling and grammar abilities.
  • Simultaneously handle two chat conversations (for support teams that handle chat).
  • Provide professional customer service on telephone support interactions.
  • Knowledge of the construction industry or accounting basics is a plus.
  • Take direction well and is consistent with follow-through on tasks.

#LI-Remote 

Annual Pay Range:

33,500 - 41,995 USD

Application Window:

This opportunity is expected to remain posted through the date identified below, subject to business needs.

2025-06-18

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.

Highlights include:

  • Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.

  • Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.

  • Health: Multiple medical plan options with mental health and wellness support offerings.

  • Retirement: 401(k) with company match and vesting after one year.

  • Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.

  • Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

  • Click here to see a comprehensive list of our benefit offerings.

Please note, Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from the posted range

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace. 

Cotality is fully committed to a work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package.  We are better together when we support and recognize our differences. 

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Required profile

Experience

Level of experience: Entry-level / graduate
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Active Listening
  • Customer Service
  • Problem Solving
  • Troubleshooting (Problem Solving)
  • Adaptability
  • Time Management
  • Teamwork
  • Communication

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