Technical Support Analyst, Visual Lease - Iselin, New Jersey

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.

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.

• 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.

If you are a driven professional looking for a high-growth, high-reward career, CoStar Group offers the ideal opportunity. Be part of a best-in-class company with strong year-over-year growth that invests in your success. Enjoy a rewarding atmosphere where you can learn, excel, and grow.

When you join CoStar Group, you'll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.

We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training and tuition reimbursement.

Our benefits package includes (but is not limited to):

• 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

Pay Transparency

This position offers a base salary range of $60,000-65,000, based on relevant skills and experience, an uncapped/generous commission plan and generous benefits.

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.

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. 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. Learn more about Visual Lease., CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing