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Technical Support Analyst
Job DescriptionOVERVIEW CoStar delivers real-time, verified commercial real estate data that helps clients confidently spot great opportunities and make smart choices ahead of competitors. By combining the power of CoStar's independent research organization - the industry's largest - with global data delivery, software, and application solutions, clients can act on opportunities with confidence.CoStar Real Estate Manager, a division of CoStar Group, provides cloud-based lease accounting and administration applications to the commercial real estate industry. CoStar Real Estate Manager helps corporations, retailers, landlords, and commercial real estate service providers build world-class real estate operations by providing integrated solutions that eliminate information "silos" and consolidate information across business units.The Technical Support Analyst is responsible for delivering quality software support in accordance with the departmental goals and objectives for timely, thoughtful, and complete resolutions to our customers. They provide exceptional customer support by providing technical support and answering questions on the function and usage of our application tools. They will report to the client support manager and will be based out of the Atlanta, GA office.RESPONSIBILITIES- Provide technical support to customers, answer complex questions on functionality and usage of application tools via on-line and/or telephone.
- You will enjoy identifying issues and opportunities for product improvement and customer usability through defect trends, root cause analysis, release management knowledge and cross functional team input.
- You will be able to independently and within small teams manage, prioritize and work multiple support cases of varying complexities to meet due dates.
- You will exercise proper use and adherence to application tools, promote content knowledge base growth, positively affect strategic or tactical defect resolution, and solve complex escalated customer issues.
- You will directly impact the customer's ability to improve productivity, manage account needs, standardize and streamline processes, as well as capture data for strategic decision-making. You will also be the "face" of CoStar Real Estate Manager with our customers.
- Bachelor's Degree
- Demonstrated experience with relational databases (SQL)
- Must possess strong verbal and written communication skills and ability to build positive a relationship with a range of customers and improve overall customer experience.
- Able to troubleshoot Windows applications and understand SaaS software distribution model.
- Work with minimal supervision and manage time and priorities in a demanding environment.
- Database and web-based software experience a plus.
- Have proactive approach to define problems, collect data, establish facts, solve problems ability and draw valid conclusions to benefit the organization and maintain customer satisfaction.
- Enjoy working and collaborating in a close-knit team environment, as well as independently.
- Able to learn quickly, enjoy challenges and adapt to change.
- Have some knowledge of commercial real estate industry, preferred but not required.
- Occasionally may be required to provide additional after-business hours support for resolution or assistance to customers.
- Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
- Hybrid schedule 3 WFO
- Life, legal, and supplementary insurance
- 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)
- Complimentary gourmet coffee, tea, hot chocolate, prepared foods, fresh fruit, and other healthy snacks