Customer Support Specialist

Job Description

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 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.

In December 2023 CoStar Group purchased On The Market  (OTM) with the intention of developing this established brand into the UK's number 1 Residential Property portal. Supported by the deep expertise of the CoStar Group and our Homes and Apartments teams, we will develop a world class user experience through offering the very best written content, imagery, design and functionality. The On The Market  product will support home buyers, sellers, agents and developers better than ever!

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.

As part of the Technical Support team, you’ll ensure client property listings are accurately processed and displayed on the On The Market  website, while handling queries and complaints from both clients and consumers. You’ll support estate and letting agents using On The Market  Expert, our secure platform for managing listings, enquiries, and reporting, and act as a product champion with strong system knowledge.

The role also involves working closely with third‑party software providers, internal product and development teams, and staying up to date with ongoing website enhancements to ensure a smooth customer experience.

• Provide technical and customer support to estate and letting agents via inbound and outbound calls, email, and face‑to‑face meetings.
• Liaise with clients and their third‑party software providers to establish and maintain automated data connections, assess data quality, and resolve issues.
• Confidently support customers across calls and email, managing a varied workload in a fast‑paced environment with strong time management.
• Investigate and resolve queries raised by clients, consumers using the On The Market  website, and internal colleagues, communicating solutions clearly and managing expectations.
• Analyse raw data from feed providers and work with clients, suppliers, developers, and internal technology teams to diagnose and resolve technical issues.
• Monitor and manage tickets within the ticket management system, ensuring issues are prioritised and progressed effectively.
• Proactively audit client accounts to identify and resolve potential issues.
• Independently troubleshoot live service issues, clearly documenting investigations and resolutions, and sharing knowledge with colleagues where appropriate.
• Support new product rollouts, system enhancements, and ad‑hoc projects as required.
• Maintain consistently high standards of customer service in all interactions.

• Previous call centre or customer support experience, comfortable handling both inbound and outbound calls.
• Proficient in Microsoft Suite (Apps), Zoho CRM, and Zoho Desk.
• Knowledge of all major internet browsers, e.g. Internet Explorer, Edge, Chrome, Firefox and Safari.
• Strong written and verbal communication skills, with confidence in providing email‑based support and troubleshooting.
• Excellent time management and prioritisation skills.
• Demonstrate interest in real estate industry.
• Able to work effectively under pressure within a busy, fast‑moving environment.
• Proactive problem‑solver who works well in teams or autonomously, grasping concepts quickly and clearly.
• Able to make decisions independently…