Technical Support Analyst, Visual Lease

Technical Support Analyst, Visual Lease – Iselin, New Jersey

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 Clients.

We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our Clients, and even our competitors. We continue that effort today and are always working to improve and drive innovation.

Visual Lease is the centralized system of record for all lease‑related financial, operational, and legal data. As a CoStar Group company, Visual Lease is purpose‑built to support every team involved in managing a company’s leased and owned assets. Informed by nearly three decades of experience, our platform integrates lease management, lease accounting, and sustainability reporting, enabling organizations to save time, mitigate risks, reduce costs, and support sustainability initiatives.

Our award‑winning software is used by 1,500+ organizations to manage more than 1 million real‑estate, equipment, and other leased asset records globally.

Iselin, NJ | On‑site, Monday‑Friday

We are searching for a passionate and energetic Technical Support Analyst who will assist our clients with technical questions within the platform. As a Technical Support Analyst, you will be a vital member of our team, responsible for delivering first‑rate support to our customers using strong technical skills and communication abilities. You will troubleshoot a variety of issues, answer questions about our application tools, and work closely with customers to find timely, thoughtful, and complete solutions.

Your contributions will directly impact customer satisfaction and contribute to our departmental goals. This position is the primary point‑of‑contact between our company and our customers, making it a great opportunity to make a large impact in the business. The Technical Product Support team is responsible for providing consistent, top‑notch customer service and product expertise by responding to, managing and resolving technical inquiries from clients.

• Become a product expert:
  Master our application tools inside and out through continuous learning and collaboration with colleagues. Stay up to date on all new features and existing issues. Leverage internal resources to provide accurate responses to customers as quickly as possible. Adhere to all published processes and procedures.
• Be a customer champion:
  Build strong relationships with customers, actively listen to their needs, and go the extra mile to exceed their expectations. Take ownership of all customer inquiries related to how‑to’s and technical issues or problems. Communicate through various channels such as email, phone and virtual calls. Build strong relationships with customers through timely communication and accurate issue resolution. Meet or exceed SLA while providing the highest quality of service.
  
  Manage your case workload daily to ensure proper and timely communication with all clients.
• Think critically and creatively:
  Diagnose complex technical issues, research solutions, and develop effective workarounds.
• Maintain customer case data integrity within our CRM (Salesforce). Troubleshoot issues reported by customers to determine pervasiveness and severity.
• Collaborate effectively:
  Work hand‑in‑hand with colleagues in different teams to provide seamless support experiences. Collect enhancement requests and provide feedback to the proper departments. Collaborate cross‑functionally with other department representatives to ensure the best quality service to our customers. Be the voice of the customer when working…