Product Support Associate, STR - Tokyo
Core
Provide product and website support via phone, live virtual meetings, and email to resolve client inquiries and issues for STR's global hospitality data customers.
Role type
Product Support Associate (Customer Success)
Builds
STR Benchmark data platform and related hospitality analytics services
Domain
Real estate data / Hospitality analytics
Deliverable
client delivery
Required skills
Customer support, CRM/case management systems, Microsoft Office (Excel, Outlook, Word), data analysis, problem-solving, multitasking, documentation, client training
Preferred skills
Subject matter knowledge of CoStar + STR Benchmark, cross-functional collaboration, continuous improvement initiatives
Technologies
Microsoft Office, CRM, case management systems, ticketing systems
Responsibilities
Resolve client questions and issues via phone, email, and virtual meetings; document and track customer interactions and cases; identify workflow gaps and support continuous improvement; provide customer training on product usage and methodology; share client feedback and trends with leadership; manage multiple cases and priorities simultaneously.
Seniority
Individual Contributor, mid-level (2+ years experience)