Technical Support Analyst, Visual Lease

CoStar-posted about 2 months ago
$55,000 - $75,000/Yr
Full-time • Entry Level
Florham Park, NJ
5,001-10,000 employees
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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 and the NASDAQ 100, 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, 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.

  • 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 University or College.
  • 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.
  • 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.
  • 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 Diversity, Equity, & Inclusion Employee Resource Groups.
  • Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks.
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