STR
Product Support Associate, STR - London
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Product Support Associate, STR - London
COSTAR GROUP - PRODUCT SUPPORT ASSOCIATE, STR – London
Overview
CoStar Group 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 dedicated to digitizing the world’s real estate, empowering individuals to discover properties, insights, and connections that enhance their businesses and lives.
With over 35 years of experience, CoStar has shaped its industry, creating a standardised language for clients and competitors. The mission continues with innovation, ensuring that CoStar equips future leaders with the best resources.
STR is the global leader in hospitality data benchmarking, analytics, and marketplace insights for the global hospitality industry. It delivers confidential, accurate, and actionable data, enabling clients to strategise and compete effectively in their markets.
Role Description
The Product Support Associate ensures a positive customer service experience by providing product and website support via phone/email globally. The role involves collaborating efficiently across departments to fully resolve customer inquiries.
Responsibilities
- Maintain comprehensive knowledge of products and services to accurately and timely resolve client questions or concerns.
- Understand client issues, exhibit a willingness to help, and provide solutions within committed timeframes.
- Support customers across multiple asset classes: hospitality; hostels; short-term rentals; serviced apartments; industry partners, tourism bureaus, real estate, and more.
- Maintain customer records by updating and entering account/subscription details across various systems.
- Become a Subject Matter Expert (SME) in Benchmarking and legacy STR products to educate clients on optimal solutions for their needs.
- Create and maintain accurate records of customer interactions.
- Provide internal support services to other departments as needed.
- Deliver customer training, including product overviews, methodology reviews, and website navigation.
- Communicate client feedback to managers and propose improvements for future service delivery.
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Qualifications & Experience
- Bachelor’s degree or equivalent relevant experience.
- Extensive customer-facing experience.
- Proficiency in Microsoft Office suite (Excel, Outlook, Word).
- Additional language skills (German, French, Portuguese preferred) preferred.
- Previous experience working in a hotel property or hotel corporate environment.
- Experience using CRM systems and case management systems.
- Ability to work in multiple systems simultaneously while multitasking in a fast-paced environment.
- Demonstrable ability to hit deadlines, work independently, and prioritise workload.
- Strong written and verbal communication skills, coupled with a commitment to go above and beyond.
- Innovative problem-solving and adaptive learning capabilities.
- Strong data analysis skills to identify issues and resolve discrepancies.
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What’s In It For You?
- A dynamic, collaborative culture that values innovation across diverse backgrounds.
- Prime workspace at the iconic Blue Fin building.
- Professional benefits:
- Full private medical cover, dental cover, life assurance.
- 28 days annual leave.
- Competitive pension schemes.
- Season ticket loans (for sports enhancements).
- Enhanced maternity/paternity pay.
- CoStar’s commitment to diversity and equality, welcoming applicants from all backgrounds (including gender, age, ethnicity, and more).
#STR
CoStar Group is an Equal Employment Opportunity Employer; adheres to a drug-free workplace and undertakes pre-employment substance abuse testing.
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