About The Role

We are seeking an experienced, analytical, and customer-obsessed Workplace Support Ticket Specialist. This is a global role supporting operations across AMER, EMEA, and APAC through a high-volume, SLA-driven ticket management environment.

The successful candidate will demonstrate strong critical thinking, sound judgment, and structured problem solving while managing employee support requests end-to-end. Analysts will leverage internal knowledge repositories, operational playbooks, and business systems to investigate issues, identify root causes, determine the most appropriate resolution path, and ensure customers receive timely, accurate, and complete resolutions.

Because this role is asynchronous, expectations around investigation depth, structured thinking, documentation quality, root cause analysis, and ownership are high. This is not basic ticket processing — we need operational problem solvers.

Key Responsibilities

End-to-End Case Management: Own the complete lifecycle of support requests from intake through final resolution. Every case receives appropriate attention, timely communication, and complete documentation until the customer confirms resolution.
Critical Analysis & Decision Making: Evaluate available information, identify gaps, validate assumptions, and exercise sound judgment when determining whether issues can be resolved independently or require escalation.
Knowledge-Based Resolution: Utilize internal knowledge repositories, SOPs, and operational documentation to maximize first-touch resolution while continuously expanding personal expertise.
Case Quality & Documentation: Create clear, concise, and comprehensive case documentation that enables efficient collaboration with downstream resolver groups — any resolver should be able to pick up the ticket and execute without follow-up questions.
Cross-Regional Collaboration: Partner effectively with resolver teams and stakeholders across multiple regions to drive timely resolutions and improve operational performance.

Core Competencies — Non-Negotiable

Critical Thinking: Analyzes complex situations using structured reasoning; evaluates multiple sources of information; identifies underlying causes and develops logical, well-supported solutions.
Written Communication: Produces clear, concise, professional, and customer-friendly written communication easily understood across global audiences.
Ownership: Assumes complete accountability for customer outcomes by proactively driving cases to resolution.
Bias for Action: Acts decisively with available information while balancing customer experience, operational risk, and business priorities.
Judgment & Decision Making: Exercises sound decision making regarding issue prioritization, escalation paths, and resolution strategies — including under ambiguity.
Customer Obsession: Consistently seeks to reduce customer effort, improve transparency, and deliver excellent support experiences.
Attention to Detail: Maintains accuracy in case documentation, diagnostics, routing, and follow-up while managing multiple priorities simultaneously.

Basic Qualifications – Non-Negotiable

Minimum 4 years of experience in Ticket Support, Service Desk, Employee Support, Workplace Support, Contact Center Operations, IT Support, or similar operational support environments
Experience working within high-volume, SLA-driven support organizations in global or multi-regional environments
Demonstrated experience working in complex, multi-stakeholder customer cases from intake through verified resolution, comfortable working across multiple systems simultaneously
Exceptional written and verbal English communication skills — professional, precise, and actionable; additional language proficiency is a plus
Strong prioritization skills with the ability to manage high volumes without quality degradation with critical thinking and analytical capability
Experience with ticketing platforms and case management systems and strong proficiency using knowledge management tools and operational documentation

Preferred Qualifications

Experience supporting Global Workplace Support or Corporate Real Estate operations
Experience coordinating with external vendors and service providers for issue resolution
Experience using AI-assisted support tools and automation platforms

Performance Expectations

Independently investigate and resolve support requests with minimal supervision
Produce quality case documentation that enables efficient downstream execution with minimal rework
Exercise sound judgment when balancing resolution versus escalation
Leverage knowledge repositories effectively to maximize first-touch resolution
Deliver outstanding customer experiences while consistently meeting/exceeding SLA commitments

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

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