Customer Support Associate 2

At JLL, we're seeking a Senior Customer Support Specialist 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

Required Qualifications:

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 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 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