Product Support Specialist - Customer Care & Solutions

Product Support Associate – STR, Nashville, TN Location & Hours: Nashville, TN | In office, Monday – Friday Role Overview The Product Support Associate is responsible for creating a positive service experience for our customers by providing product and website support via phone, live virtual meetings, and/or email for STR customers around the world. This role works cohesively and efficiently with cross-functional partners to ensure customer inquiries are fully resolved within established service level expectations. Responsibilities Maintain strong knowledge of products and services to accurately and efficiently resolve client questions, concerns, and issues. Seek to fully understand client needs, demonstrate a willingness to help, and deliver comprehensive solutions within established service level expectations. Serve as a client-facing point of contact in a fast-paced environment, managing customer inquiries, issues, and escalations with a focus on first-contact resolution and customer satisfaction. Support customers across multiple asset classes, including hospitality, hostels, short-term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed. Identify workflow gaps, inefficiencies, and recurring issues, and actively support continuous improvement initiatives that positively impact productivity, quality, and the customer experience. Support change initiatives by adopting new tools, processes, and workflows while reinforcing best practices. Accurately document, track, and maintain customer interactions, cases, and account or subscription information using ticketing and case management systems and other internal systems. Create and maintain accurate customer records and historical documentation to ensure continuity, compliance, and effective follow-up. Develop strong subject matter knowledge of CoStar + 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, methodology reviews, and website or platform usage via live virtual meetings. Support onboarding and knowledge sharing for new team members or clients by reinforcing processes and assisting with tool adoption. Communicate clearly and effectively with internal and external stakeholders using strong written and verbal communication skills. Apply problem-solving and critical-thinking skills to assess issues, evaluate options, and determine appropriate resolutions. Manage multiple cases and priorities simultaneously while maintaining strong attention to detail and organization. Collaborate cross-functionally to 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 a results-oriented mindset. Basic Qualifications Bachelor's degree required from an accredited, not-for-profit, in-person college/university. A track record of commitment to prior employers. Two or more years of experience in a customer-facing role. 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 a fast-paced environment. 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 strong customer service mindset. Ability to develop thoughtful solutions to client questions and concerns. Adaptability and flexibility in a high-growth, evolving environment. Ability to analyze data and identify issues or discrepancies. 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), including yoga studio, Peloton, 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 Group is not able to provide visa sponsorship for this position. Equal Employment Opportunity CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing. #J-18808-Ljbffr CoStar