Technical Support Analyst - London
CoStar Group is a leading global provider of commercial and residential real estate information, analytics and online marketplaces. As part of the S&P 500, CoStar's mission is to digitize the world's real estate, empowering businesses and individuals with insights and connections that improve their operations.
Role Overview
We are seeking a passionate and energetic Technical Support Analyst to assist our clients with technical questions within the CoStar Real Estate Manager platform. The role is the primary point of contact between CoStar and its customers, providing first rate support and ensuring customer satisfaction.
Responsibilities
- Become a product expert: master the application tools and stay up to date on new features and existing issues.
- Leverage internal resources to provide accurate and timely responses to customers.
- Adhere to published processes and procedures, managing your case workload to meet or exceed SLAs.
- Build strong customer relationships through communication via email, phone and virtual calls.
- Diagnose complex technical issues, research solutions, and develop effective workarounds.
- Maintain customer case data integrity within Salesforce.
- Collaborate cross functionally with colleagues and collect enhancement requests.
- Serve as the "voice of the customer" in cross team initiatives.
Qualifications
- Bachelor's degree or equivalent experience.
- 1+ year experience interacting directly with customers and resolving concerns.
- 6+ months of SQL experience (academic or professional).
- Experience with database and web based software.
- Strong troubleshooting skills for Windows applications and SaaS models.
- Ability to learn new concepts quickly and manage multiple priorities.
- Willingness to work a modified schedule, including after hours and on call work.
- Professional, positive, and nurturing attitude toward all clients.
- Strong sense of urgency and responsiveness.
Benefits
- Full private medical and dental cover.
- Life assurance and member rewards.
- 28 days annual leave and flexible leave options.
- Competitive pension plan.
- Season ticket loans.
- Enhanced maternity and paternity pay.
CoStar Group is an Equal Employment Opportunity Employer. We maintain a drug free workplace and conduct pre employment substance abuse testing. CoStar is committed to compliance with all fair employment practices regarding citizenship and immigration status. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation by emailing .