Product Support Associate, STR (Bilingual Spanish) - Nashville, TN

CoStar Group • Nashville, TN

1d • Onsite

About The Position

STR, acquired by CoStar Group in 2019, provides premium data benchmarking, analytics, and marketplace insights for the global hospitality sector. Founded in 1985, STR maintains a presence in 15 countries with a corporate North American headquarters in Nashville, Tennessee, a European headquarters in London, and an Asia Pacific headquarters in Singapore. The Product Support Associate is responsible for creating a positive service experience for our customers by providing product and website support via phone, live virtual meetings, and/or email for STR customers around the world. This role works cohesively and efficiently with cross-functional partners to ensure customer inquiries are fully resolved within established service-level expectations.

Requirements

• Bachelor's degree from an accredited, not-for-profit, in-person college/university.
• A track record of commitment to prior employers.
• Two or more years of experience in a customer-facing role.
• Two or more years of experience using Microsoft Office applications (Excel, Outlook, and Word).
• Fluent (written and verbal) in both Spanish and English.

Nice To Haves

• Experience using CRM or case management systems.
• Ability to work across multiple systems simultaneously.
• Strong multitasking and prioritization skills in a fast-paced environment.
• Ability to manage deadlines and deliver consistent results.
• Ability to work independently while contributing effectively within a team.
• Excellent written and verbal communication skills with a strong customer-service mindset.
• Ability to develop thoughtful solutions to client questions and concerns.
• Adaptability and flexibility in a high-growth, evolving environment.
• Ability to analyze data and identify issues or discrepancies.

Responsibilities

• Maintain strong knowledge of products and services to accurately and efficiently resolve client questions, concerns, and issues.
• Seek to fully understand client needs, demonstrate a willingness to help, and deliver comprehensive solutions within established service-level expectations.
• Serve as a client-facing point of contact in a fast-paced environment, managing customer inquiries, issues, and escalations with a focus on first-contact resolution and customer satisfaction.
• Support customers across multiple asset classes, including hospitality, hostels, short-term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.
• Identify workflow gaps, inefficiencies, and recurring issues, and actively support continuous improvement initiatives that positively impact productivity, quality, and the customer experience.
• Support change initiatives by adopting new tools, processes, and workflows while reinforcing best practices.
• Accurately document, track, and maintain customer interactions, cases, and account or subscription information using ticketing and case management systems and other internal systems.
• Create and maintain accurate customer records and historical documentation to ensure continuity, compliance, and effective follow-up.
• Develop strong subject matter knowledge of CoStar + STR Benchmark and other services to educate clients on available solutions and best fit for their needs.
• Provide customer training as needed, including product overviews, methodology reviews, and website or platform usage via live virtual meetings.
• Support onboarding and knowledge sharing for new team members or clients by reinforcing processes and assisting with tool adoption.
• Communicate clearly and effectively with internal and external stakeholders using strong written and verbal communication skills.
• Apply problem-solving and critical-thinking skills to assess issues, evaluate options, and determine appropriate resolutions.
• Manage multiple cases and priorities simultaneously while maintaining strong attention to detail and organization.
• Collaborate cross-functionally to support other departments and achieve shared goals.
• Share client feedback, trends, and recurring issues with leadership and recommend actions to improve future outcomes.
• Demonstrate accountability and ownership by driving work through resolution with a results-oriented mindset.

Benefits

• 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), with yoga studio, Pelotons, personal training, group exercise classes
• Access to CoStar Group’s Employee Resource Groups
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level