Job
Description
JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Application Support 1
Location: India (Remote), must work US business hours
At JLL, we're seeking a Customer Support Specialist to join our Client Technology Services Support team for our Building Engines platform. In this role, you'll be expected to deliver high quality support to our customer base, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. As we collectively shape a brighter way for our clients and fellow employees, you'll become a subject matter expert in multiple product offerings and create and maintain best practices. We believe the most effective teams are built when everyone is empowered to thrive, and in this position, you'll have the opportunity to grow your skills and advance your career in a dynamic, fast-paced environment.
What your day-to-day will look like:
Diagnose, troubleshoot and resolve issues while providing exceptional service.
Understand our Prism, Classic, and other application platforms with the ability to communicate how it relates to the customer, and how it can drive them to success.
Manage a queue of assigned tickets while taking incoming calls/chats and delivering outbound responses through call backs and ticket updates.
Develop and maintain a strong level of knowledge of the product offerings that you will be supporting.
Document all interactions with our customers and create thorough trails for others to follow.
Use problem solving skills, product knowledge, and experience to resolve tickets submitted by end users and determine when to escalate for further investigation and resolution.
Provide timely, accurate, and complete responses to all inquiries – both internally and externally.
Work independently, while also collaborating with peers and others within the support team.
Required Qualifications:
3-5 years of demonstrated experience supporting multiple SaaS products
Strong troubleshooting skills and ability to navigate challenging customer conversations
Excellent written and verbal communication skills
Proven ability to prioritize and manage a varied queue of customer escalations
Experience in customer service role
Ability to work both independently and as part of a team
Commitment to getting things done and taking ownership
Preferred Qualifications:
Experience as a subject matter expert in multiple product offerings
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
