Role Description
The Product Support Associate is responsible for creating a positive service experience for our customers. This is achieved by providing product or website support via phone and/or email for STR customers around the world.
Responsibilities
- Maintain appropriate knowledge of products and services to resolve client questions or concerns accurately and timely.
- Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution within established time commitments.
- Support customers within multiple asset classes: hospitality, hostels, short‑term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.
- Maintain customer records by updating and entering account/subscription information in various systems.
- Become a subject‑matter expert on benchmarking and legacy STR products and services in order to educate clients on what is available to best fit their needs.
- Create and maintain accurate records regarding customer interactions.
- Provide support services to other departments as needed.
- Provide training to customers, which may include product overviews, methodology reviews, and website usage.
- Keep managers informed of client feedback received and how to best action for better future outcomes.
Qualifications
- Bachelor’s degree or equivalent experience.
- Experience in a customer‑facing role.
- Experience using Microsoft Office suite (Excel, Outlook, Word).
- Additional European language (German, French, Portuguese preferred).
- Prior experience working at a hotel property or in a hotel corporate environment.
- Experience working with a CRM system, with case‑management systems.
- Ability to work in multiple systems simultaneously.
- Ability to multi‑task in a fast‑paced environment while prioritizing workload.
- Ability to manage and hit deadlines.
- Ability to work well independently while also contributing to a larger team as needed.
- Excellent communication skills, both written and verbal, with a willingness to go above and beyond to solve problems.
- Ability to develop innovative solutions to client questions and concerns.
- Ability to adapt to change in a high‑growth company.
- Ability to quickly adopt change and remain flexible to learning new things.
- Ability to analyze data and understand issues and discrepancies.
Equal Employment Opportunity
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug‑free workplace and perform pre‑employment substance abuse testing. CoStar Group is committed to creating a diverse environment and is proud to be an equal opportunity workplace and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. CoStar Group is also 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 if you are unable or limited in your ability to use or access www.costargroup.com/careers as a result of your disability. You can request reasonable accommodations by sending an email to recruitaccommodation@costar.com.
