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Jobs · Information Technology · Georgia

Technical Support Analyst, CoStar Real Estate Manager & Visual Lease - Atlanta, GA

CoStar · Atlanta, GA · 1 wk ago
Information TechnologyFull-time

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.

About the role

CoStar Real Estate Manager is the leading platform for lease accounting, lease administration, and the management of portfolios, transactions, projects, and construction. As the centralized system of record for all lease-related financial, operational, and legal data, Visual Lease (a CoStar Group company) integrates lease management, lease accounting, and sustainability reporting to save time, mitigate risks, reduce costs, and support sustainability initiatives.

We are seeking a passionate and energetic Technical Support Analyst to assist clients with technical questions within the platform. This role is the primary point-of-contact between our company and our customers, providing first-rate support and product expertise. You will troubleshoot issues, answer questions about our application tools, and collaborate with customers to find timely and complete solutions. This position is full-time, on-site in Atlanta, GA, Monday through Friday.

Responsibilities

  • Become a product expert: Master application tools through continuous learning and collaboration, staying updated on new features and existing issues.
  • Leverage internal resources to provide accurate and timely responses to customer inquiries.
  • Adhere to all published processes and procedures.
  • Build strong customer relationships by actively listening, exceeding expectations, and taking ownership of inquiries related to technical issues.
  • Communicate through email, phone, and virtual calls, ensuring timely and accurate issue resolution.
  • Meet or exceed service-level agreements (SLAs) while maintaining high-quality service.
  • Manage your case workload daily to ensure proper communication with all clients.
  • 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 cross-functionally with other teams to provide seamless support experiences.
  • Collect enhancement requests and provide feedback to relevant departments.
  • Serve as the “voice of the customer” when working with internal teams.

Requirements

  • Bachelor’s degree from an accredited, not-for-profit, in-person college/university.
  • Track record of commitment to prior employers.
  • Ability to quickly grasp new concepts and troubleshoot Windows applications and SaaS models.
  • Strong organizational skills to manage multiple and competing priorities.
  • Excellent written and verbal communication skills.
  • Willingness to work a modified schedule, including after-hours and on-call support as necessary.
  • 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 of experience interacting directly with customers and resolving concerns.
  • 6+ months of SQL experience (academic or professional).
  • Experience with database and web-based software.
  • Knowledge of the commercial real estate industry.
  • Willingness for occasional after-hours support.

Benefits

  • Comprehensive healthcare coverage: Medical, Vision, Dental, and Prescription Drug.
  • Life, legal, and supplementary insurance.
  • Virtual and in-person mental health counseling services for individuals and families.
  • 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.

Schedule

Full-time, on-site in Atlanta, GA. Monday through Friday, with occasional after-hours and on-call support as necessary.

CoStar Group is an Equal Employment Opportunity Employer. We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. Visa sponsorship is not available for this position.

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