Technical Support Associate

Cotality is hiring a Technical Support Associate to serve as a primary point of contact for IT infrastructure and proprietary software support. In this hybrid role based in Oklahoma City, you will help real estate appraisers and inspectors across the US and Canada by diagnosing software issues, providing clear technical guidance, and documenting results in a ticketing system.

You will handle support requests across Windows and Mobile (iOS/Android) environments, working with approved diagnostic utilities to identify bugs and share improvement ideas with the development team. The position includes phone and chat support, shift work due to 24/7 center coverage, and structured on-site training for the first 90 days.

Role Overview

• Primary point of contact for IT infrastructure and proprietary software support
• Diagnose, troubleshoot, and resolve software issues for real estate appraisers and inspectors
• Support users across the US and Canada

Responsibilities

• Diagnose and resolve complex software issues in a Windows environment
• Diagnose and resolve software issues for Mobile (iOS/Android) software
• Provide technical guidance and support to end-users via phone or chat
• Create clear, detailed logs of customer interactions, technical issues, and resolutions in a ticketing system
• Use approved diagnostic utilities to identify bugs and suggest product enhancements to the development team

Requirements

• High School Diploma required (Bachelor’s Degree preferred)
• Previous Help Desk or technical customer support experience is highly preferred
• Familiarity with Windows, general problem solving, and troubleshooting skills
• Excellent searching skills
• Strong analytical and multitasking skills to resolve technical issues efficiently
• Ability to explain complex technical concepts in clear, layman’s terms for end-users
• Proactive drive to learn new software products and adapt quickly to process changes

Technology & Tools

• Windows
• Mobile (iOS/Android)
• Ticketing system
• Approved diagnostic utilities

Training, Schedule, and Location

• Training: on-the-job training for 90 days on site all days (08:00 a.m. to 05:00 p.m. CST)
• Schedule: center open 24/7, employees work on shifts
• Breaks: one lunch break for 60 minutes and three 15-minute breaks
• Hybrid work model after training: 1 day onsite (Wednesday) and typically 4 days working remotely, based on individual performance
• On-site requirement: adherence to working these hours is required, no exceptions
• Overtime: some overtime may be desired depending on business needs
• Location: Oklahoma City, OK (hybrid)
• Office address: 501 NE 122nd Street, Suite E
• Commute requirement: candidates should live within a commutable distance to this site
• Call volume: average 25 calls/day

Compensation & Benefits

• Annual pay range: USD 35,600 - 40,560
• PTO and holidays: generous PTO and 11 paid holidays, plus well-being and volunteer time off
• Parental leave: up to 16 weeks of fully paid parental leave and a baby stipend
• Medical plans: multiple medical plan options with mental health and wellness support offerings
• Retirement: 401(k) with company match and vesting after one year
• Additional support: $400 annual well-being stipend and tuition assistance up to $5,250
• Rewards: Recognition Rewards, referral bonuses, exclusive discounts, and more

Candidates should note that this opportunity is expected to remain posted through the date identified below, subject to business needs.