Customer Support Associate

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:

Not all companies are made equal and at Cotality, this adage could not be truer.  With boundless passion and commitment, our 5,000+ team members share a singular focus: to help millions of people find, buy, and protect the homes they love. As a leading provider of gold standard data, analytics, and platforms, Cotality enables real estate professionals, financial institutions, insurance carriers, government agencies and other housing market participants to help people make their dream of homeownership a reality.

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.  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:

• Answer incoming channels (chat, voice, voice mail, web, and email inquiries) on basic customer issues.  For example, and not limited to, general and technical software questions, password recovery, database, and web site navigation inquiries.

• Actively work on open and solving interaction types within individual and team queues.

• Actively listen, document, and analyze information about the customer’s inquiry and determine appropriate resolution.

• Follow proper escalation procedures to the next level of support and include all necessary information.  For example, job number, screen capture, username, step by step recreation of the issue.

• Solve at least 80% of incoming interactions on the first try.

• Achieve and maintain above a 90% customer satisfaction score.

• Provide support for identified defects or database issues where solutions already identified.

• Ensure all interaction types logged with the appropriate level of data in the help desk customer ticket tracking system.

• Promote a professional help desk image by offering a consistent, high quality, efficient, friendly, and knowledgeable service to internal and external customers.

• Demonstrate an understanding of help desk priorities and goals with an active participation.

• Responsible for staying signed into the help desk phone system and actively working during designated shift.

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.
• 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.

Annual Pay Range:

32,800 - 41,995 USD

Application Window:

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

2025-04-08

Cotality benefits information can be found here: http://www.yourcorebenefits.com/.  Qualifications, locations and experience of the individual ultimately selected for the position may impact the final actual offered compensation, which may vary from any 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.  ​

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