Associate Technical Support Agent
CoreLogic Solutions, LLC

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:

Duties Will Include:

• Respond to client requests regarding basic software issues using various channels such as chat, phone, voicemail, web, or email. This includes but is not limited to, general and technical software requests, password retrieval, comprehension of databases, mobile application assistance, and guidance with website navigation.
• Engage proactively in the assigned help desk ticket system FreshDesk to address and resolve customer interactions.
• Strive to achieve service-level goals as set by the Senior Manager.
• Employ active listening skills to thoroughly analyze and troubleshoot customer inquiries while ensuring proper documentation to identify the most suitable resolution or escalation.
• Adhere to appropriate escalation protocols to advance to the next tier of assistance and provide all essential customer details. For instance, the necessary information includes the job number, screenshot, login, and a detailed step-by-step replication of the issue.
• Achieve a minimum success rate of 80% in resolving inbound interactions on the initial attempt.
• Attain and sustain a customer satisfaction score of over 90%.
• Offer assistance for recognized defects or database issues for which solutions have already been established.
• Enhance the help desk's professional image by providing reliable, exceptional, effective, friendly, and educated assistance to both internal and external customers.
• Show a comprehension of help desk priorities and objectives through active engagement.
• Tasked with maintaining continuous login to the help desk phone system and actively engaging in work throughout the assigned shift.
• Demonstrate optimal productivity and proficiency while adapting to fluctuating client interaction levels during assigned shifts.

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.

#LI-Remote

Annual Pay Range:

32,800 - 41,995 USD

Annual Pay Range:
0 - 0

Application Window:

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

2024-11-22

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.

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.

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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