Location: India (Remote), must work US business hours
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
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.
