Technical Support Analyst in London

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 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.