This Position is for a Sr Associate, Technical Customer Care with a remote work location in Jackson, MS.

Job Description:

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 Company 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 diverse workforce and creating an inclusive work environment that embr ces everyone's unique contributions, experiences and values. Offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package.

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 Action 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. CoreLogic maintains a Drug-Free Workplace.