Technical Support Analyst, Visual Lease – Iselin, New Jersey
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
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.
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)
- Access to CoStar Group’s Employee Resource Groups
- Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
