Who isCoStarGroup?
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.  
 
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to createtruly uniqueand valuable offeringstoour customers.  We’vecontinually refined,transformedand perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors.  We continue that effort today and are always working to improve and drive innovation.  This is how we deliverforour customers, our employees, and investors.  By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

Product Support Associate

Nashville, TN | In office, Monday – Friday 

STR,acquiredby 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 Europeanheadquarters in London, and an Asia Pacific headquarters in Singapore.

The Product Support Associateisresponsible forcreating a positive service experience for our customers by providing product and website support via phone,livevirtual meetings,and/or email for STR customers around the world. This role works cohesively and efficiently withcross‑functionalpartners to ensure customer inquiries are fully resolved within establishedservice levelexpectations.

About STR

Responsibilities

• Maintain strong knowledge of products and services toaccurately and efficiently resolve client questions, concerns, and issues

• Seekto fully understand client needs,demonstratea willingness to help, and deliver comprehensive solutions within establishedservice levelexpectations.

• Serve as aclient‑facingpoint of contact in afast pacedenvironment, managing customer inquiries, issues, and escalations with a focus onfirst‑contactresolution and customer satisfaction.

• Support customers across multiple asset classes, including hospitality, hostels,short-termrentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.

• Identifyworkflow gaps, inefficiencies, and recurring issues, and actively support continuous improvement initiatives that positively impact productivity, quality, andthe customerexperience.

• Support change initiatives by adopting new tools, processes, and workflows while reinforcing best practices.

• Accurately document, track, andmaintaincustomer interactions, cases, and account or subscription information using ticketing and case management systems and other internal systems.

• Create andmaintainaccuratecustomer records and historical documentation to ensure continuity, compliance, and effectivefollow-up

• Develop strong subject matter knowledge ofCoStar+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,methodologyreviews, and website or platform usagevia live virtual meetings.

• Support onboarding and knowledge sharing for new team members or clients by reinforcing processes andassistingwith tool adoption.

• Communicate clearly and effectively with internal and external stakeholders using strong written and verbal communication skills.

• Applyproblem solvingandcritical‑thinkingskills to assess issues, evaluate options, and determineappropriate resolutions

• Manage multiple cases and priorities simultaneously whilemaintainingstrong attention to detail and organization.

• Collaboratecross functionallyto 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 aresults orientedmindset.

Basic Qualifications

• Bachelor's degreerequiredfrom an accredited, not-for-profit, in-person college/university.

• A track recordof commitment to prior employers.

• Two or more years of experience in acustomer facingrole.

• Two or more years of experience using Microsoft Office applications (Excel, Outlook, and Word).

Preferred Qualifications

• Experience using CRM or case management systems.

• Ability to work across multiple systems simultaneously.

• Strong multitasking and prioritization skills in afast pacedenvironment.

• 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 strongcustomer servicemindset.

• Ability to develop thoughtful solutions to client questions and concerns.

• Adaptability and flexibility in ahigh growth, evolving environment.

• Ability to analyze data andidentifyissues or discrepancies.

What’s In ItForYou?

When you join CoStar Group,you’llexperience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed. 

We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training and tuition reimbursement

Our benefits package includes (but is not limited to): 

• 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) retirementplanwith 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 

Sponsorship

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply.  However, please note that CoStar Groupis not able toprovide visa sponsorship for this position.

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