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Technical Support Specialist
4 months ago
**About JLL**
Were JLLa leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. Thats why were committed to our purpose to shape the future of real estate for a better world. Were using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and were honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where were headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
If this job description resonates with you, we encourage you to apply even if you dont meet all of the requirements below. Were interested in getting to know you and what you bring to the table
We are currently seeking a Tier 1 / 2 Client Support Specialist to join our JLL Technologies Client Solutions Team. Our team priorities are supporting multiple Integrated Work Management System (IWMS) real estate applications with world class customer service.
**About JLL Technologies**
JLL Technologies is a specialized group within JLL. We deliver unparalleled digital advisory, implementation and services solutions to organizations globally. We provide best-in-class technologies to bring digital ambitions to life aligning technology, people and processes. Our goal is to leverage technology to increase the value and liquidity of the world's buildings, while enhancing the productivity and the happiness of those that occupy them.
Our offerings focus on the following: CRE Technology (IWMS, CMMS, and EAM), Business Intelligence, Utilization, Workplace Experience and Mobility, Smart Buildings and Workplaces.
**What this job involves**
**Level 1 / 2 Client Support Specialist Responsibilities**
As a Level 1 / 2 Client Support Specialist at JLL Technologies, you will be directly responsible to:
* Maintain accurate client information in our ticketing application
* Receive and triage customer requests and data
* Respond to user calls, emails and online tickets
* Manage Incidents and Service Requests in multiple ticketing queues for various applications
* Troubleshoot application issues
* Assemble the proper teams to find a solution for the client
* Ability to juggle multiple issues at the same time
* Export support ticket data for client review
* Occasional weekend software upgrade deployments as required
* Assist in creating user-facing Knowledge Articles that facilitate user self-help
* Participate in SOC-1 and SOC-2 audit clean-up activities as needed
* Participate in post-migration application testing
* Escalate requests for custom solutions to Application Manager
* Develop and maintain understanding of application features and functionality
* Collaborate with the Training Team on updates to training and support information
* Ability to work reliably and consistently from home
this is a virtual position
* Flexible schedule with one other teammate to cover the 12 hour day (ie. 8 am to 5 pm EST and 11 am to 8 pm EST)
**Core Skillsets**
* Independently motivated
* Excellent attention to detail
* Proactive customer service skills
* Knowledge of real estate industry and real estate technology helpful
* Superior troubleshooting skills
* Strong interpersonal skills with the ability to engage and communicate with our clients and diverse employees
* Willingness and ability to learn new technologies
* Previous IWMS training and knowledge
applications include Archibus, FM:Systems, Tririga, Maximo. OSIS, iOffice, Serraview and CAD
* Previous experience and competence with a ticketing tool such as ServiceNow, Zendesk or Service Cloud
**Before you apply its also worth knowing what were looking for****:**
***Education and experience***
* (3+) years of work experience collaborating with teams in a matrix leadership environment (REQUIRED)
* (5+) years of relevant/professional
experience related (REQUIRED)
* Experience in Real Estate industry experience (PREFERRED)
**What you can expect from us**
We succeed togetheracross the desk and around the globe and believe the best inspire the best. We invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
**What you can expect from us**
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.
We cant wait to see where your ambitions take you at JLL. Apply today
***JLL Privacy Notice***
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLLs recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our
.
For additional details please see our career site pages for each country.
For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy .
Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process
including the online application and/or overall selection process
you may email us at
AccomodationRequest@am.jll.com . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our
page > I want to work for JLL.
Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities.
Only job-related convictions will be considered and will not automatically disqualify the candidate.
**California Residents only**
If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our
which describes your rights and disclosures about your personal information. If
you are viewing this on a mobile device you may want to view the CCPA version on a larger device.
Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent
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