Job Description PRODUCT SUPPORT ASSOCIATE – STR – LONDON OVERVIEW 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 customers. We’ve continually refined, transformed and 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 deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate. STR is the global leader in hospitality data benchmarking, analytics and marketplace insights for the global hospitality industry. STR delivers data that is confidential, accurate and actionable to empower our clients to strategize and compete in their markets. Learn more about STR ROLE DESCRIPTION The Product Support Associate is responsible for creating a positive service experience for our customers. This is achieved by providing product or website support via phone and/or email for STR customers around the world. The Product Support Associate will work cohesively and efficiently with other departments in the organization to ensure customer inquiries are fully resolved. RESPONSIBILITIES Maintain appropriate knowledge of products and services to resolve client questions or concerns in an accurate and timely manner. Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution within established time commitments. Support customers within multiple asset classes: hospitality, hostels, short term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed. Maintain customer records by updating and entering account/subscription information in various systems. Become a Subject Matter Expert on Benchmarking and legacy STR products and services in order to educate clients on what is available to best fit their needs. Create and maintain accurate records regarding customer interactions. Provide support services to other departments as needed. Provide training to customers, which may include: product overviews, methodology reviews, and website usage. Keep managers informed of client feedback received and how to best action for better future outcomes. QUALIFICATIONS Bachelor’s degree or equivalent experience Experience in a customer facing role. Experience using the Microsoft Office suite of applications (Excel, Outlook, and Word). Additional European language (German, French, Portuguese preferred) Prior experience working at a hotel property or in a hotel corporate environment Experience working with a CRM system, with case management systems Ability to work in multiple systems simultaneously Ability to multi-task in a fast-paced environment while prioritizing your workload Ability to manage and hit deadlines Ability to work well independently, while also contributing to a larger team as needed Excellent communication skills, both written and verbal with a willingness to go above and beyond to solve problems Ability to develop innovative solutions to client questions and concerns Ability to adapt to change in a high growth company Ability to quickly adopt change and remain flexible to learning new things Ability to analyze data and understand issues and discrepancies WHAT’S IN IT FOR YOU: Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in the iconic Blue Fin building. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, and much more! At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs. However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry. Commercial property is one of the most important parts of the economy. It ranks among the largest investment classes and nearly everyone enters a commercial property on a daily basis to work, shop or to be entertained. CoStar Group exists to provide property professionals with information and insight to help them navigate this complex environment delivering efficiency and transparency. We are looking for people that share our passion for comprehensive, objective and reliable information. Forbes’ list of the World’s Most Innovative Companies named CoStar Group in fifteenth position globally in 2015. In Europe, CoStar Group is on a successful growth trajectory. We have achieved a leading position in the UK since the launch of our revolutionary new product, CoStar Suite, in January 2013. We are a team of engaged and enthusiastic people who put client service and product excellence, combined with total integrity, at the top of our list of values. Our customer centric approach delivers great technology to access the UK’s largest database of commercial buildings and transactions, live market data and news supported by powerful online analysis tools. Following from the success of our business in the United Kingdom, CoStar Group is now ready to embark on an ambitious plan delivering growth and expansion in Europe and in wider global markets. This will bring new challenges and opportunities as we build the first truly international commercial property information business. We can offer a role in a dynamic, high achieving, high growth international company to the right candidates.