Technical Support Analyst, CoStar Real Estate Manager & Visual Lease - Atlanta, GA

Visual Lease; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement plan with matching

Tuition reimbursement

On-site fitness center

Job summary

CoStar Group is seeking a Technical Support Analyst for the Atlanta, GA office. You will assist clients with technical questions, troubleshoot issues in the platform, and be the primary contact for customer inquiries, helping deliver high-quality service and timely resolutions.

The role emphasizes product expertise, collaboration with cross-functional teams, and meeting SLA targets while working full-time on-site in Atlanta.

Qualifications

• Bachelor’s degree required from an accredited institution.
• Ability to learn new concepts quickly and manage priorities.
• Excellent written and verbal communication skills.
• Troubleshoot Windows applications and understand SaaS models.
• Willingness to work after-hours and on-call as necessary.

Responsibilities

• Become a product expert and master the application tools.
• Stay up to date on new features and issues.
• Provide accurate responses to customers quickly.
• Adhere to published processes and procedures.
• Build strong relationships with customers and exceed expectations.
• Manage customer inquiries and diagnose technical issues.

Skills

Windows troubleshooting

SaaS understanding

Customer communication

Time management

Initiative

Education

Bachelor’s degree

Tools

SQL

Job description

Technical Support Analyst, CoStar Real Estate Manager & Visual Lease - Atlanta, GA

Job Description

Overview

CoStar Group (NASDAQ: CSGP) 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 Clients. We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our Clients, 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 Clients, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

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.

Visual Lease

As the centralized system of record for all lease-related financial, operational, and legal data, Visual Lease, a CoStar Group company, is purpose-built to support every team involved in managing a company’s leased and owned assets. Informed by nearly three decades of experience, our platform integrates lease management, lease accounting, and sustainability reporting, enabling organizations to save time, mitigate risks, reduce costs, and support sustainability initiatives. Our award-winning software is used by 1,500+ organizations to manage more than 1 million real estate, equipment, and other leased asset records globally.

Role Overview: Technical Support Analyst

Atlanta, GA | On-site, Monday-Friday

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 Atlanta, GA.

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.

Basic Qualifications

• Bachelor’s degree required from an accredited, not-for-profit, in-person college/university.
• A track record of commitment to prior employers.
• Driven and independent learner with the ability to grasp new concepts quickly.
• Ability to organize and manage multiple and competing priorities.
• Excellent written and verbal communication skills.
• 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.
• Self-motivated with a demonstrated ability to take initiative.

Preferred Qualifications

• 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
• Knowledge of commercial real estate industry
• Willingness for occasional after-hours support

What’s in it for you?

CoStar Group offers the ideal opportunity, including generous compensation and performance-based incentives, and investments in professional and academic growth with internal training and tuition reimbursement.

Benefits

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
• Life, legal, and supplementary insurance
• Virtual and in person mental health counseling services for individuals and family
• Commuter and parking benefits
• 401(K) retirement plan with matching contributions
• Employee stock purchase plan
• Paid time off
• Tuition reimbursement
• On-site fitness center and/or reimbursed fitness center membership costs (location dependent)
• Access to CoStar Group’s Employee Resource Groups
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks

Sponsorship

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position.

Equal Opportunity

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