Location: This role will be based in Dallas, TX, Oxford, MS or Oklahoma City, OK. Candidates should live within a commutable distance. Our current work model is hybrid, 1 day onsite in the local office and the remaining days working remotely.
Training: New employees can expect 8 weeks of training.
Schedule: Center hours are 7:00am - 7:00pm CT. Post training, employees can exercise a hybrid work model, with 1 day onsite and 4 days working remotely, based on individual performance. This model could change based on business needs. Employees could be assigned a schedule which could include coming in earlier than 8:00am, or working later than 5:00pm, but still within center hours of operation. Adherence to working these hours is required, no exceptions.
Job 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
Job Qualifications
High School Diploma or GED required
2-year technical degree or equivalent technical work-related experience required
3+ years applicable technical/support work experience highly preferred
Experience in real estate/mortgage/appraisal industry preferred
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
Knowledge of technical applications and tools (for example SQL) strongly preferred.
#LI-Hybrid
Annual Pay Range
34,400 - 41,600 USD



Application Window
This opportunity is expected to remain posted through the date identified below, subject to business needs.
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, depending on role classification, 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!
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.
Privacy Policy
Global Applicant Privacy Policy
By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide.
Connect with us on social media! Click on the quicklinks below to find out more about our company and associates
