Sr Associate, Technical Customer Care
CoreLogic Solutions, LLC

Job Info

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At CoreLogic, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. CoreLogic 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.

CoreLogic 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 CoreLogic, 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:

Are you driven by the desire to offer unparalleled technical assistance and unravel intricate issues? CoreLogic is on the lookout for a committed and deeply customer-oriented Senior Technical Customer Care Associate. Your role is paramount, serving as the primary touchpoint for our most valued clients, ensuring their tech queries are addressed swiftly and expertly. Your tasks encompass overseeing intricate tickets, delving deep into issues for diagnosis, and ensuring apt escalation when needed. As the chief advocate for users during ticket lifecycles, you'll also facilitate communication in meetings with both internal teams and external partners, ensuring everyone stays informed and aligned. At CoreLogic, we champion a culture of growth, empowering you to learn, excel, and reach your pinnacle of success.

JOB DUTIES

• 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:

JOB QUALIFICATIONS

• HS diploma or GED required
• 2 year technical degree or equivalent technical work related experience preferred
• 3+ years applicable technical/support work experience 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
• Must possess knowledge of technical applications (for example SQL) based on the business unit.

CoreLogic's Diversity Commitment:

CoreLogic is fully committed to employing a diverseworkforce and creating an inclusive workenvironment that embraces everyone's uniquecontributions, experiences and values. We offer anempowered work environment that encouragescreativity, initiative and professional growth andprovides a competitive salary and benefits package. We are better together when we support and recognize our differences.

CoreLogic 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.

EOE AA M/F/Veteran/Disability:

CoreLogic is an Equal Opportunity/Affirmative Actionemployer committed to attracting and retaining thebest-qualified people available, without regard torace, color, religion, national origin, gender, sexualorientation, gender identity, age, disability or statusas a veteran of the Armed Forces, or any other basisprotected by federal, state or local law. CoreLogicmaintains a Drug-Free Workplace.

Please apply on our website for consideration.

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