Product Support Associate, STR - Nashville, TN

Product Support Associate, STR - Nashville, TN

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 create truly unique and valuable offerings to our customers. 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.

Role Overview: Product Support Associate

Nashville, TN | In office, Monday Friday

STR, acquired by 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 European headquarters in London, and an Asia Pacific headquarters in Singapore.

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.

What's In It For You?

When you join CoStar Group, you'll experience 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) 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), 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

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.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing