Technical Support Analyst, Visual Lease – Iselin, New Jersey

Role Overview

The Technical Support Analyst role at Visual Lease, a CoStar Group company, is dedicated to assisting clients with technical questions within the platform. This position is crucial for delivering exceptional customer service and contributing to the departmental goals.

Responsibilities

• Become a product expert: Master application tools through continuous learning and collaboration.
• Stay updated on new features and address existing issues.
• Leverage internal resources to provide accurate responses quickly.
• Adhere to published processes and procedures.
• Build strong relationships with customers, actively listening to their needs.
• Communicate through various channels like email, phone, and virtual calls.
• Manage case workload to ensure proper and timely communication with all clients.
• Think critically and creatively: Diagnose complex issues, research solutions, and develop workarounds.
• Maintain customer case data integrity within Salesforce.
• Troubleshoot issues and communicate solutions to customers.
• Collaborate with colleagues across different teams for seamless support experiences.
• Collect and provide feedback on enhancement requests.
• Work cross-functionally to ensure the best quality service to customers.
• Be the "voice of the customer" when working cross-functionally.

Qualifications

• Bachelor's degree from an accredited, not-for-profit, in-person college/university.
• A track record of commitment to prior employers.
• Quick learner with the ability to grasp new concepts quickly.
• Excellent organizational and prioritization skills.
• Strong written and verbal communication skills.
• Ability to troubleshoot Windows applications and understand SaaS models.
• The willingness to work a modified schedule, including after-hours and on-call work.
• 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 concerns.
• 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.