Associate Customer Support Specialist

Associate Customer Support Specialist

United States

Full time

REQ11631

Job Summary:

Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose – to innovate and create solutions that solve our clients’ toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.

We apply that same dedication to creating a diverse and inclusive work culture that inspires innovation and bold thinking. A place where individuals can work on small teams, feel valued, and directly impact the real estate industry. We believe our team members are the best in the business, and we will continue to recruit, retain, develop and reward our most important asset – our people!

Job Description:

Not all companies are made equal and at CoreLogic, 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, CoreLogic 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. CoreLogic 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 CoreLogic Associate Customer Support position is a help desk, front line support for legacy NextGear Solutions and CoreLogic 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:

• High school diploma or equivalent work experience required, Bachelor’s degree with degree or courses in MIS, CS, or similar preferred.
• At least one year of customer service or software quality assurance experience required, with technology-related customer service experience preferred.
• Open to weekend and/or non-traditional shifts.
• High energy, a self-starting team player.
• High sense of urgency and follow-through.
• A natural problem-solving personality, driven to solve puzzles.
• Comfortable working in a fast-paced, unstructured environment, with strong ability to think on your feet and learn quickly.
• Typing of at least 50 words per minute required.
• Clear communicator with good spelling and grammar skills.
• Knowledge of construction industry or accounting basics are a plus.

#LI-Remote

Annual Pay Range: 26,100 – 37,440 USD

CoreLogic’s Diversity Commitment:

CoreLogic is fully committed to employing a diverse workforce and creating an inclusive 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.

CoreLogic benefits information can be found here: 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.

Please apply on our website for consideration.

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