CoStar

Technical Support Analyst - London

Job Description

COSTAR GROUP – TECHNICAL SUPPORT ANALYST, ONTHEMARKET - LONDON

OVERVIEW

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 and the NASDAQ 100, 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’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. 

In December 2023 CoStar Group purchased OnTheMarket (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 OnTheMarket product will support home buyers, sellers, and agents better than ever!

Learn more about OnTheMarket.

ROLE DESCRIPTION

As a member of the Technical Support team, your main duties are to oversee the successful parsing of our clients’ property advertisements to the OnTheMarket website, deal with queries and complaints from those clients and the public users of OnTheMarket and to make sure that enquiries generated by those users reach our advertisers.

To enable our 14,000+ estate/letting agency clients to place and maintain their advertisements on the OnTheMarket website, they all have access to a secure website called OnTheMarket Expert, which allows them total control of their branch and property details, as well as facilities to produce reports and view statistics and enquiries. You need to champion this product and know it ‘inside out’, and additionally work with the product manager and the development team to spec improvements, test new features, enhancements and so on.

The estate/letting agency world relies heavily on technology and software and as such there are approximately 200 software providers to the industry. The majority of these products allow agents to manage all aspects of their business, including the uploading and maintaining of property advertisements on all the main portals. We have very good working relationships with nearly all of these software providers and receive data from them on a daily basis. Maintaining and strengthening these relationships and keeping up with enhancements to the data-feed formats is an integral part of the role.

Successful processing of the property advertisements received via OnTheMarket Expert and/or a third-party software, will result in a listing being created on OnTheMarket.

The website goes through a constant release of new features and upgrades to keep up with changes in the market and advancements in technology, all of which you need to be abreast of and advise on.

RESPONSIBILITIES

• Liaise with our clients (estate/letting agents) and their (third party) software providers to establish automated data connections, analyse the data quality and work toward clients’ requirements.
• Work collaboratively with internal and external technology teams whilst monitoring ticket management system.
• Analyse ongoing raw data received from feed providers and liaise with clients, suppliers, and developers to diagnose technical issues and implement solutions.
• Competently investigate queries raised by clients, consumers (users of the OnTheMarket site) and colleagues and communicate resolutions clearly whilst managing expectations.
• Always uphold the highest standards of customer service.
• Proactively audit clients on site; review accounts identified with potential problems.
• Able to prioritise and manage work queue.
• Independently troubleshoot live service issues, maintain awareness of current solution functionality and its relationship to solution specific database tables, effectively communicate and document issue investigation, resolution, and provide support and knowledge transfer to fellow associates and clients.
• Any other duties as called upon, including dealing with ad-hoc work/projects, such as new product roll-outs.

QUALIFICATIONS

• Proficient in: Google apps (including Docs, Sheets, Drive, Chrome, and Gmail), Trello, Notepad++, Zoho CRM, and Zoho Support software.
• Knowledge of all major internet browsers, e.g. Internet Explorer, Edge, Chrome, Firefox and Safari.
• A working knowledge of data extraction, storage, manipulation, processing and analysis, and File Transfer Protocol (FTP).
• Experience in support and diagnosis of internet protocols.
• Demonstrate an in-depth understanding of real estate industry.
• Client-focused professional who is skilled in building and maintaining relationships.
• 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 throughout the problem-solving process.
• Possess exceptional internal and external communication and negotiation skills.
• Must have excellent attention to detail, be self-motivated, organised, flexible and approachable.
• Strong written and verbal communication skills.
• Educated to degree level or equivalent experience.

WHAT’S IN IT FOR YOU?

Working at CoStar Group means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in iconic buildings the Shard and Blue Fin or one of our key UK-wide hubs. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, birthday lunches and much more!

At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs. However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.

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