Technical Support Analyst

CoStar Group; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private medical cover

Dental cover

Life Assurance

28 days annual leave

Pension plan

Season ticket loans

Enhanced maternity/paternity pay

Job summary

CoStar Group in London is seeking a motivated Technical Support Analyst to assist clients with platform questions, troubleshoot issues, and deliver timely, thoughtful solutions.

You will become a product expert, collaborate with colleagues, and support customers across email, phone and virtual calls, while aligning with SLA targets. This full-time role offers on-site work in London and opportunities to grow within a leading real estate data provider.

Qualifications

• Bachelor’s degree or equivalent experience.
• 1+ year of direct customer interaction experience.
• 6+ months of SQL experience.
• Experience with database and web-based software.
• Ability to learn quickly and manage multiple priorities.
• Willingness to work after-hours and on-call as necessary.

Responsibilities

• Become a product expert and stay up to date on new features.
• Provide accurate responses to customers via email, phone and virtual calls.
• Troubleshoot issues and develop effective workarounds.
• Maintain customer case data in the CRM and collaborate with colleagues.
• Meet or exceed SLA while delivering high-quality service.

Skills

Customer interaction

SQL

SaaS

Problem solving

Communication

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

Technical Support Analyst

Job Description

COSTAR GROUP – TECHNICAL SUPPORT ANALYST, COSTAR REAL ESTATE MANAGER - LONDON

OVERVIEW

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.

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

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. Learn more about CoStar.

CoStar Real Estate Manager

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. Learn more about CoStar Real Estate Manager.

ROLE DESCRIPTION

We are in search of a passionate and energetic Technical Support Analyst that will assist our clients with technical questions within the platform. As a Technical Support Analyst, you'll 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'll 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.

This position is full-time in the office and will be based in London.

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.

Be a customer champion: 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.
• Build strong relationships with customers through timely communication and accurate issue resolution.
• 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.

Think critically and creatively: 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 effectively: 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

WHAT’S IN IT FOR YOU?

Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment, equipped to help you to be your best, other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay and much more!

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.

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