Tier 1 Help Desk Support

Tier 1 Help Desk Support

locations

Remote – United States

time type

Full time

job requisition id

REQ12006

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!

Company Description

Not all companies are made equal and at CoreLogic (CL) this adage could not be truer. Restoration contractors work in extreme conditions to service their customers and it is the responsibility of the help desk to assist by using CL tools that are as accessible as the phones they carry. The team at CL restructures restoration job management for contractors in the modern world. CL offers more than just software – we start with feature-rich products and back the products with five-star service and support.

Purpose and Responsibilities

The Associate Customer Support Specialist is the front line of customer service for all CL customers. Offering knowledgeable, friendly, consistent, and efficient troubleshooting for products and services.

Critical

Job Duties:

• Answers incoming interactions from live phone calls and emails with a focus on basic customer issues (e.g., general inquiries, non-technical questions, password recovery, website navigation assistance, and basic procedural how-to questions).
• Resolves at least 70% of incoming interactions without escalation.
• Provides support for software defects or database issues where solutions are known. Owns tickets and leaves open for work for up to one business day before escalation to Tier II.
• Gathers and analyzes information about the end-user issue(s) and determines the best way to resolve the issue.
• Listens to customer inquiries attentively and provides resolutions based on troubleshooting protocols and procedures.
• Collects and delivers details regarding issues for escalation to Tier II (including, but not limited to comprehensive documentation, job number, screen captures, usernames, and all troubleshooting).
• Enter all interactions into the help desk customer tracking system.
• Promotes a professional help desk image by offering knowledgeable, friendly, consistent, and efficient troubleshooting for products and services.
• Maintains an above-95% customer satisfaction score.
• Understands help desk priorities and goals and actively works to meet the goals and activities.
• Responsible for actively logging into the help desk customer tracking system and available at all active schedule times.
• Other duties as assigned by Associate or Senior Help Desk Manager.

Job Qualifications:

• High school diploma required; Bachelor’s degree preferred; Degree or courses in MIS, CS, or similar are a plus
• At least one year of customer service or software quality assurance experience required, with technology-related customer service experience preferred
• High energy, a self-starting team player
• High sense of urgency and follow-through
• A natural problem-solving personality, driven to solve puzzles
• Comfortability working in a fast-paced, unstructured environment, with a 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 the construction industry or accounting basics is a plus
• Once hired: Completion of the NGS Basics Course, the DASH Basics course, the Customer Service course, the Troubleshooting Basics course, and any team-specific courses needed

#LI-remote

Annual Pay Range:
$26,100 – $40,000

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 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 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.

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.