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About the Role

We are seeking a passionate and energetic Technical Support Analyst to assist clients with technical questions within the platform. As a Technical Support Analyst, you will be a vital member of our team, responsible for delivering first-rate support to our customers using your strong technical skills and communication abilities. You will troubleshoot a variety of issues, answer questions about our application tools, and work closely with customers to find timely, thoughtful, and complete solutions. Your contributions will directly impact customer satisfaction and contribute to our departmental goals. This position is the primary point-of-contact between our company and our customers, making this a great opportunity to make a large impact in the business! The Technical Product Support team is responsible for providing consistent, top-notch customer service and product expertise by responding to, managing and resolving technical inquiries from clients. You are a great match if you are quick to learn a new product, analytical and driven to help customers solve problems.

Responsibilities

Become a product expert by mastering application tools through continuous learning and collaboration.
Stay up to date on all new features and existing issues.
Leverage internal resources to provide accurate and timely responses to customers.
Adhere to all published processes and procedures.
Build strong relationships with customers, actively listen to their needs, and exceed 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.
Build strong relationships with customers through timely communication and accurate issue resolution.
Meet or exceed SLA while providing the highest quality of service.
Manage 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.
Collaborate 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.
Act as the “voice of the customer” when working cross-functionally.

Requirements

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.
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.

Skills

Technical Support
Customer Service
Product Expertise
Troubleshooting
Communication
SQL
Database Software
Web-based Software
Windows Applications
SaaS Models
Salesforce CRM

Location

London

Work Type

Full-time
In-office

Experience Level

1+ year related experience

Education Level

Bachelor's degree or equivalent experience

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

About the Company

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.
Included in the S&P 500 Index, CoStar Group 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 is the global leader in commercial real estate information, analytics and news.
Commercial Real Estate industry professionals around the globe use CoStar to access the most comprehensive data to make decisions with confidence.
CoStar delivers immediate, verified commercial real estate information on over 5.9 million properties across every market.
CoStar Real Estate Manager is the leading platform for lease accounting, lease administration and the management of portfolios, transactions, projects and construction.
Clients use CoStar Real Estate Manager to make smarter decisions and to enable their team to work together more effectively.

Equal Opportunity

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing.
At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds including but not limited to; people of all genders, of all ages, sexual orientations, ethnicities, nationalities, religions and beliefs.