At Cotality, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. Cotality 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. Cotality 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 Cotality, 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: Summary of role description: As an Associate, Client Support, you provide the essential daily operational support that ensures our client services run smoothly. You possess a good functional understanding of our entire product suite, acting as an investigator and problem-solver for both clients and internal teams. You provide essential operational support while continuously developing your technical expertise in standard configurations and software QA. In this role, you will work toward mastering our product suite, assisting in the validation of software quality and supporting the wider team in maintaining service continuity. In addition to technical troubleshooting, you contribute to the Customer Care and relationship management for Tier 2 Contractors, ensuring their operational success and platform engagement. You are a collaborator at heart, ensuring our Clients in the United Kingdom and Belgium, our Partner in South Africa and our internal colleagues receive seamless support. As the Associate, Client Support, what will I be responsible for? Technical Investigation & Resolution: Managing the end-to-end troubleshooting of standard client and internal queries. You will utilise your growing product knowledge to resolve issues efficiently, while learning to identify complex cases that require escalation. Configuration & Technical Support: Executing routine and standard configuration tasks. You will provide essential support to the wider technical team, building the hands-on experience necessary to assist with more complex builds. Quality Assurance & Validation Assistance: Contributing to the product's integrity by assisting with functional QA on new software releases and helping to verify the accuracy of internal configurations. Contractor Success & Engagement Support: Assisting with the structured 6-month post-go-live outreach program for Tier 2 Contractors. This involves supporting monthly interactions and tracking action items to help ensure contractor satisfaction. Continuous Development & Upskilling: Taking proactive ownership of your professional growth. You are responsible for continuously developing your technical expertise, mastering the full product suite, and seeking opportunities to expand your skill set under the guidance of senior team members. Global Collaboration: Working as an integral part of a unified global team, providing essential surge and holiday cover for the German Support team. Duties and responsibilities: Product Knowledge Development: Actively work toward a functional understanding of the full product suite, including Claims Workspace, Contractor Workspace, LINK, Video Connect, CAPTURE, Engage, Carbon Aware, Reinspect, Desk Adjuster, WalkMe, Pricing Database, DHA, and API interactions. Data Reporting Support: Develop competency in Contractor Data Centre Reporting to assist clients with standard data queries and reporting requests. Workflow Awareness: Build an understanding of how clients utilise our products within their specific business processes to provide contextual and relevant support. Collaborative Communication: Clearly communicate technical issues and updates to internal teams and clients. System & Tool Competency: Maintain operational proficiency in our core technical stack—including ClickUp, FogBugz, Stack Overflow, Support Centre, Teams, Slack, and Freshdesk—to ensure efficient task management and accurate operational tracking. Commitment to Upskilling: Engage in continuous learning and training sessions to bridge the gap between foundational knowledge and the advanced expertise required for next level support. Job Qualifications: What does the Associate, Client Support need to have? Aptitude for Product Learning: A strong interest in the insurance/claims lifecycle and the desire to learn how our products (API, Engage, Desk Adjuster, Carbon Aware, DHA, etc.) integrate to solve client problems. Logical Technical Mindset: A natural comfort with technology and the ability to learn software logic, which will allow for the future mastery of product configurations and QA processes. Investigative Curiosity: A proactive "problem-solver" mindset with the patience to reproduce issues and a keen eye for detail when identifying potential software bugs. Effective Communication Skills: The ability to communicate clearly and professionally via email and phone, with the interpersonal skills needed to collaborate effectively within a global team environment. Resilience & Growth Mindset: A self-motivated approach to continuous upskilling and the flexibility to adapt to a fast-paced environment, including providing support for international surge periods. WORK ENVIRONMENT AND PHYSICAL DEMANDS Primary Location: Office-based position. Core Operational Hours: Standard support desk hours are between 8:00am and 6:00pm, Monday to Friday (excluding Bank Holidays). Shift Requirements: Support cover is managed on a shift basis (8 working hours per day with a 30-minute lunch break). Shifts are notified in advance at management’s discretion and are subject to change based on workload and leave coverage requirements. Extended Hours & Release Testing: Periodic work outside of core hours will be required for software release testing and the management of high-severity incidents. Travel: Occasional travel to Client premises may be required. Thrive with Cotality At Cotality, we offer more than just a job — we deliver a benefits experience crafted to support your whole self. From flexible working arrangements to generous leave and standout private healthcare, our perks are designed to help you flourish both at work and beyond. Here’s a snapshot of what’s on offer: Time Away: Generous paid leave, 8 bank holidays, plus dedicated days for wellbeing and volunteering. Family Support: Up to 16 weeks of fully paid parental leave, along with a baby bonus to help you get started. Health & Wellbeing: Company-paid private medical cover, with mental health and wellness resources included. Retirement: Pension scheme with employer contributions. Financial Perks: £375 annual wellbeing allowance. Extras: Recognition rewards, referral bonuses, exclusive discounts, and more! Cotality's Diversity Commitment: Cotality 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. Equal Opportunity Employer Statement: Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, record of offences, age, marital status, family status or disability. Cotality maintains a Drug-Free Workplace. Please apply on our website for consideration. 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