Opportunity brief
JLL is hiring for the role of Product Support Analyst-1!
Responsibilities of the Candidate:
- Provide Level 1 and Level 2 application support via phone and email for JLLT product applications, including: Archibus, FMSE, FMSW, FMS Space, Maximo, TRIRIGA, Eptura Workplace, SERRAVIEW, OSIS, Nuvolo, Saltmine, AutoCAD, Envizi, and Zendesk
- Monitor the incoming case queue and identify emergency, high-priority, or escalated issues.
- Receive inbound calls from customers and gather details, guide customers through troubleshooting steps, and understand customer workflows
- Make outbound calls as needed to gather details, guide customers through troubleshooting steps, and understand customer workflows.
- Own assigned cases through resolution and deliver solutions within defined SLOs/SLAs.
- Troubleshoot, test, and research complex scenarios to determine root cause, impact/scope, workarounds, and verification steps for defect reports.
- Develop a broad understanding of supported products, workflows, features, integrations, and how they are used across the customer base.
- Document troubleshooting steps, findings, and recommendations; escalate to Level 3 when appropriate.
- Stay current on feature releases, known issues, workarounds, and support processes (Release Management).
- Collaborate with partner teams and departments to build relationships and identify opportunities for cross-functional improvements.
- Support special projects and ad hoc tasks as requested.
- Provide real-time support to the team by answering questions and offering guidance.
- Develop areas of expertise and serve as a subject matter expert (SME).
- Champion customer satisfaction (CSAT) outcomes for the Support team.
- Contribute to the Knowledge Base by documenting known solutions and creating/updating support articles.
- Maintain and deepen understanding of application features and functionality.
Requirements:
- Excellent customer service skills (written and verbal)
- Ability to investigate and document complex issues clearly for escalation
- Ability to explain complex situations to a wide audience
- Strong analytical and troubleshooting skills
- Excellent attention to detail
- Self-motivated with the ability to work independently
- Ability to multitask in a fast-paced environment
- Ability to mentor and support junior team members
- Quick learner of new technologies and processes
- Strong interpersonal skills and ability to work effectively as part of a team
- Ability to de-escalate customer situations and deliver a positive customer experience
- Knowledge of the real estate industry and real estate technology