Cotality

Technical Support Associate

Cotality

full-time

Posted on:

Location Type: Hybrid

Location: Dallas • California • Texas • United States

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Salary

💰 $38,500 - $41,600 per year

About the role

  • 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

Requirements

  • High School Diploma or GED required
  • Two-year technical degree or 2 years of technical work-related experience strongly preferred
  • 1+ years of customer support experience required; 2 years or more preferred
  • Technical help desk or Contact Center experience is a plus
  • 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
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!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportcustomer supportproblem solvingdiagnosing issuesCRM systemsticketing systemsMicrosoft Office Suitedebugging applicationsknowledge database consultationmulti-tasking
Soft skills
communication skillseffective listeningtelephone etiquettecustomer servicedependabilityconsistencyattention to detailtimely follow-uporganizational skillstrend analysis
Certifications
High School DiplomaGEDtwo-year technical degree