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Application Support Lead

Application Support Lead

JLL

7 - 10 years

0 Lacs

bengaluru karnataka india

Posted:22 hours ago| Platform: Foundit logo

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Skills Required

customer relationship management process documentation troubleshooting customer training materials saas products

Work Mode

Remote

Job Type

Full Time

Job Description

Location: India (Remote), must work in US business hours
At JLL, we're seeking an Application Customer Support Lead to join our Client Technology Services Support team for our Building Engines platform. In this role, you'll be instrumental in delivering exceptional support to our customer base, utilizing outstanding customer service skills to promote 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, manage customer relationships, 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:

Provide timely, accurate, and high-quality support for escalated customer issues
Diagnose, troubleshoot, and determine when to further escalate issues, tracking them to resolution
Work directly with Product and Engineering teams to resolve complex support challenges
Participate in training exercises for existing customers to enhance product adoption
Document all customer interactions using standard tools and create comprehensive audit trails
Build and maintain a knowledge base for frequently asked questions and release notes
Communicate product impact to internal stakeholders and act as a customer advocate
Grow and maintain a strong team of Application Support professionals, mentoring and developing resources to build skills and progress to higher levels within the organization.
Monitor and measure metrics to ensure team members are meeting expectations.
Oversee the use of standard process workflows by team, analyze team statistics, and prepare reports.
Hire, develop and retain top-level resources for your team, ensuring that they deliver high-quality work, according to our company's values, and continue to grow their careers within the company.
Guide team members along escalation path for issues and projects
Ensure that your team is well-informed about new features, tools, and changes to our products by leading discussions and coordinating training.
Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.

Required Qualifications:

7 - 10 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 creating and maintaining process documentation
Ability to work both independently and as part of a team
Commitment to getting things done and taking ownership

Preferred Qualifications:

Experience managing a team
Experience as a subject matter expert in multiple product offerings
Strong customer relationship management skills
Proactive communication skills, both with customers and internal stakeholders
Familiarity with commercial real estate operations and technologies
Experience in creating and delivering customer training materials
Interest in PropTech or related industries
Fluency in French and/or Spanish

At JLL, we support each other's wellbeing and champion inclusivity and belonging across teams. We embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career. Join us in taking the more inspiring, innovative, and optimistic path on our journey toward success.

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Application Support Lead