Technical Support Analyst

Technical Support Analyst

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. This company is included in the S&P 500 Index and is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. CoStar Real Estate Manager is the leading platform for lease accounting, lease administration and the management of portfolios, transactions, projects and construction. The Technical Product Support team is based in London and serves the CoStar Real Estate Manager platform.

Responsibilities

• Become a product expert: Master our application tools inside and out through continuous learning and collaboration with colleagues.
• Stay up to date on all new features and existing issues.
• Leverage internal resources to provide accurate responses to customers as quickly as possible.
• Adhere to all published processes and procedures.
• Build strong relationships with customers, actively listen to their needs, and go the extra mile to exceed their expectations.
• Take ownership of all customer inquiries related to how-to’s and technical issues or problems.
• Communicate through various channels such as email, phone and virtual calls.
• Meet or exceed SLA while providing the highest quality of service.
• Manage your case workload daily to ensure proper and timely communication with all clients.
• Diagnose complex technical issues, research solutions, and develop effective workarounds.
• Maintain customer case data integrity within our CRM (Salesforce).
• Troubleshoot issues reported by customers to determine pervasiveness and severity.
• Work hand-in-hand with colleagues in different teams to provide seamless support experiences.
• Collect enhancement requests and provide feedback to the proper departments.
• Collaborate cross functionally with other department representatives to ensure the best quality service to our customers.
• Be the voice of the customer when working cross-functionally.

Qualifications

• Bachelor’s degree or equivalent experience.
• 1+ year related experience interacting directly with customers and resolving customer concerns or challenges.
• 6+ months of SQL experience (academic or professional).
• Experience with database and web‑based software.
• Driven and independent learner with the ability to grasp new concepts quickly.
• Ability to organize and manage multiple and competing priorities.
• Ability to troubleshoot Windows applications and understand SaaS models.
• The willingness to work a modified schedule performing after‑hours and on‑call work as necessary.
• Demonstrated professional, positive, and nurturing attitude with all clients.
• Strong sense of urgency and responsiveness.

Benefits

• Full private medical cover.
• Dental cover.
• Life Assurance.
• Member rewards.
• 28 days annual leave.
• Competitive pension.
• Season ticket loans.
• Enhanced maternity and paternity pay.
• And many more.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug‑free workplace and perform pre‑employment substance abuse testing.