{"id":2722266,"url":"https://alion.io/job/costar-group-product-support-associate-str-tokyo","title":"Product Support Associate, STR - Tokyo","company":{"id":15350,"name":"CoStar Group","domain":"costar.com","url":"https://alion.io/company/costar","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":true,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"B","score":70,"open_postings":113,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-01T00:00:00Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-21T21:33:22Z","board_verified":true,"closed_at":null,"days_open":51,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":51},"description":"Product Support Associate, STR - TokyoJob Description\nCOSTAR GROUP - PRODUCT SUPPORT ASSOCIATE,STR -TOKYO\nOVERVIEW\nCoStar 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.\nWe 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.\nSTR is the global leader in hospitality data benchmarking, analytics and marketplace insights for the global hospitality industry. STR delivers data that is confidential, accurate and actionable to empower our clients to strategize and compete in their markets.\nLearn more about STR.\nROLE DESCRIPTION\nThe Product Support Associate is responsible for creating a positive service experience for our customers by providing product and website support via phone, live virtual meetings, and/or email for STR customers around the world. This role works cohesively and efficiently with cross-functional partners to ensure customer inquiries are fully resolved within established service-level expectations.\nRESPONSIBILITIES\nMaintain strong knowledge of products and services to accurately and efficiently resolve client questions, concerns, and issues. \nSeek to fully understand client needs, demonstrate a willingness to help, and deliver comprehensive solutions within established service-level expectations. \nServe as a client-facing point of contact in a fast-paced environment, managing customer inquiries, issues, and escalations with a focus on first-contact resolution and customer satisfaction. \nSupport customers across multiple asset classes, including hospitality, hostels, short-term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed. \nIdentify workflow gaps, inefficiencies, and recurring issues, and actively support continuous improvement initiatives that positively impact productivity, quality, and the customer experience. \nSupport change initiatives by adopting new tools, processes, and workflows while reinforcing best practices. \nAccurately document, track, and maintain customer interactions, cases, and account or subscription information using ticketing and case management systems and other internal systems. \nCreate and maintain accurate customer records and historical documentation to ensure continuity, compliance, and effective follow-up. \nDevelop strong subject matter knowledge of CoStar + STR Benchmark and other services to educate clients on available solutions and best fit for their needs. \nProvide customer training as needed, including product overviews, methodology reviews, and website or platform usage via live virtual meetings. \nSupport onboarding and knowledge sharing for new team members or clients by reinforcing processes and assisting with tool adoption. \nCommunicate clearly and effectively with internal and external stakeholders using strong written and verbal communication skills. \nApply problem-solving and critical-thinking skills to assess issues, evaluate options, and determine appropriate resolutions. \nManage multiple cases and priorities simultaneously while maintaining strong attention to detail and organization. \nCollaborate cross-functionally to support other departments and achieve shared goals. \nShare client feedback, trends, and recurring issues with leadership and recommend actions to improve future outcomes. \nDemonstrate accountability and ownership by driving work through resolution with a results-oriented mindset. \nQUALIFICATIONS\nBachelor’s degree or equivalent experience \nTwo or more years of experience in a customer-facing role. \nTwo or more years of experience using Microsoft Office applications (Excel, Outlook, and Word). \nNative level Japanese speaker with fluent (written and verbal) English is essential. \nExperience using CRM or case management systems. \nAbility to work across multiple systems simultaneously \nStrong multitasking and prioritization skills in a fast-paced environment \nAbility to manage deadlines and deliver consistent results \nAbility to work independently while contributing effectively within a team \nExcellent written and verbal communication skills with a strong customer-service mindset \nAbility to develop thoughtful solutions to client questions and concerns \nAdaptability and flexibility in a high-growth, evolving environment \nAbility to analyze data and identify issues or discrepancies. \nWHAT’S IN IT FOR YOU:\nWorking at CoStar Group an S&P 500 international company means you'll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. An attractive sales commission program, rewarding successful renewal and new growth. As well as having an outstanding working environment, other perks include extra days of annual leave, leadership development programs, LinkedIn Learning, Perkbox discounts and much more!\nAt 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 including but not limited to; people of all genders, of all ages, sexual orientations, ethnicities, nationalities, religions and beliefs.\n#STR\nCoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing","description_format":"text","description_chars":6156,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Japanese","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Annual leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Data Providers & Datasets","Commercial Real Estate","Online Classifieds"],"lifecycle":[{"event":"open","at":"2026-10-16T15:14:19Z"}],"visa":[],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.529,"p_room":0.6,"age_days":50,"expected_fill_days":62,"reasons":["conf:3","stale_co","velocity","win:late","crowd:junior,brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/costar-group-product-support-associate-str-tokyo","json_url":"https://alion.io/job/costar-group-product-support-associate-str-tokyo.json","meta":{"generated_at":"2026-10-22T00:08:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":210,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":15350},"rest":"https://alion.io/mcp/rest/get_company?id=15350"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcostar-group-product-support-associate-str-tokyo"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcostar-group-product-support-associate-str-tokyo"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcostar-group-product-support-associate-str-tokyo"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/costar-group-product-support-associate-str-tokyo\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcostar-group-product-support-associate-str-tokyo"}]}