Product Support Associate, STR – London

Overview

In this role you will deliver a positive service experience for STR customers by providing product and website support across regions. You will collaborate with multiple departments to ensure inquiries are resolved and you’ll become a Subject Matter Expert on Benchmarking and STR products. You’ll train clients, manage records in several systems, and help shape solutions for hospitality and real estate stakeholders. This is a hands-on, cross-functional support role in a fast-growing company with a strong mission to digitize real estate data.

Pay / Benefits

• full private medical cover
• dental cover
• Life Assurance
• 28 days annual leave
• pension
• season ticket loans

Responsibilities

• Maintain knowledge of products to resolve client questions accurately and promptly
• Understand client issues, communicate willingness to help, and provide comprehensive solutions within time commitments
• Support customers across hospitality, hostels, short-term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others
• Maintain customer records by updating account/subscription information in various systems
• Become a Subject Matter Expert on Benchmarking and legacy STR products to educate clients
• Create and maintain records of customer interactions
• Provide training to customers on product overviews, methodology, and website usage
• Keep managers informed of client feedback and actions for better outcomes

Key requirements

• Bachelor’s degree or equivalent experience
• Experience in a customer facing role
• Experience with Microsoft Office (Excel, Outlook, Word)
• CRM and case management system experience
• Multi-system working ability and multi-tasking in a fast-paced environment
• Strong deadline management and independent work capability
• Excellent written and verbal communication skills
• Willingness to develop innovative solutions and adapt to change
• Ability to analyze data and identify issues
• Prior hotel industry experience (preferred)
• Additional European language skills (German, French, Portuguese preferred)

• Excellent communication (written and verbal)
• problem solving and solution orientation
• adaptability and flexibility
• Microsoft Office (Excel, Outlook, Word)
• CRM systems
• case management systems

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