Associate, Technical Customer Care
$34,400–$41,600 year
On-siteDallas, Texas, United States or Sunrise, Florida, United States
Job Summary
Manage inbound technical inquiries for clients, acting as an extension of their support team by reviewing complex issues via calls and meetings. Troubleshoot and resolve moderately complex support and functionality issues with little supervision, utilizing critical thinking to escalate advanced problems when necessary. Validate and run scripts in applications such as SQL and Azure, while building or sending custom manual and ad hoc reports for clients. Thoroughly document all tickets, research, and resolutions in the CRM and ticket tracking system, consulting the knowledge database to optimize resolutions and follow through on calls. Provide timely follow-up to inquiries per established business SLAs.
Required Qualifications
- High School Diploma or GED
- 3+ years applicable technical and/or customer support work experience
- Must be able to conduct issue review discussions with clients and communicate technical information effectively to a non-technical audience
- Quality decision-making skills
- Strong problem-solving skills
- Excellent listening skills
- Excellent communication skills
- Strong interpersonal skills
- Strong time management skills
- Must be able to multi-task and maintain focus with a strong attention to detail
- Must be able to prioritize, meet deadlines while completing tasks in a timely manner
- Meet attendance schedule with dependability and consistency per business guidelines
Desired Qualifications
- Experience in real estate/mortgage/appraisal industry
- Demonstrated outstanding customer service skills
- Knowledge of technical applications and tools (for example SQL)
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