Job Details

Customer Support Specialist

Cozy, Portland OR

Job - Technology

Close Date: 03/22/2019

Job Description
CoStar is seeking a Customer Support Specialist to provide prompt, thoughtful email support to customers using our software product, Cozy. Reporting to the Customer Support Manager, you will use your exceptional communication and prioritization skills to respond to a large volume of customer inquiries, while also working cross-functionally with other teams to test and improve the product.
Job Responsibilities:
  • Use our ticketing system to respond to customer emails and address pain points and questions about the Cozy product
  • Exercise your product knowledge and good judgement to prioritize and categorize a large volume of customer inquiries within department SLA
  • Assist with complex questions about online payments and payment processing, coordinating with customers, banks, engineers, and our payment processor
  • Work with internal product, design and engineering teams to successfully identify and eliminate UX issues and pain points
  • Assist those internal teams with QA testing as new features are launched
  • Translate users’ requests for new features into thoughtful recommendations for various internal teams
  • Collaborate with our customer success team to proactively educate customers on how to use the Cozy product
  • Compose FAQs and help articles for our Cozy Help Center
  • Participate in companywide initiatives to enhance the product, support team and culture of Cozy
  • Continuously assess systems, processes and standards in order to improve efficiency
  • Work one or both weekend days
  • 1+ years customer support experience; web-based experience a plus
  • Prior retail, or customer service experience a plus
  • Exceptional written and verbal communication skills
  • Proven experience in delivering best in class customer support with quantifiable results
Key Competencies:
  • High degree of professionalism, passion for helping others
  • Collaborative team player across multiple functional teams
  • Accountability and willingness to work both independently and collaboratively
  • Excellent problem solving abilities
  • Contribute to the success of the team at large
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing

Complete details: