What This Job Involves
Team Leadership & Queue Management
Coordinate and prioritize the team's shared ticket queue across chat, call, and email channels, balancing workload across the team
Mentor Customer Support Associates on troubleshooting approach, tone, and escalation judgment
Monitor queue health and SLA performance; flag emerging trends or systemic issues to the Customer Experience Manager
Serve as an escalation point for complex or sensitive client issues before they route to engineering, vendors, or leadership
User Administration
Configure, update, and terminate user accounts across supported applications
Create and update training documentation for end users and articles to support our Agentic AI functionality
Create and update internal team knowledge articles
End User & System Support
Provide direct first-level support to end users across NAM & LATAM client accounts
Manage second-level support transfers to the internal JLLT team
Escalate to SaaS vendors for third-level support when required
Deliver client systems support as required under JLL's service agreements
Diagnose, troubleshoot, and resolve issues while providing exceptional, timely, and accurate service — both internally and externally
Document all customer interactions and create thorough trails for others to follow
Analyze Agentic AI responses, modify end user documentation, update documentation for appropriate AI responses
Knowledge Management & Agentic AI Enablement
Create and maintain knowledge articles for end-user self-service, ensuring content is clear, current, and actionable
Author and update knowledge articles structured for consumption by agentic AI tools supporting ticket response and resolution
Partner with the team to continuously refine knowledge content based on ticket trends, AI performance, and end-user feedback
Implementation, Testing & Reporting
Support the implementation of new modules and periodic system upgrades, including test execution
Manage data uploads and extracts across supported platforms
Support business reporting requirements, including compliance documentation and audit of our applications
Configure fields within supported SaaS applications
Supported Applications
This role's workload supports multiple applications
Building Engines Prism
Acumen, HqO, PM Portal, In Case of Crisis, Yardi, and other applications
Other applications as onboarded to the team
What We're Looking For
Education & Experience
Bachelor's degree from an accredited institution required
5 - 7 years of relevant professional experience preferred, including prior experience mentoring or leading peers
Real estate software and/or real estate industry experience required
Experience with Building Engines Prism, BI Reporting, Yardi, or comparable real estate software preferred
Demonstrated experience supporting multiple SaaS products
Skills & Attributes
Superior customer service skills, with experience in a customer-facing role
Strong troubleshooting skills and the ability to navigate challenging customer conversations
Excellent written and verbal communication skills, including the ability to write clear, structured knowledge content for both human readers and AI systems
Proven ability to prioritize and manage a varied queue of customer escalations
Organized, detail-oriented, and comfortable working with minimal supervision while collaborating closely with a distributed team
Ability to work in a team environment, including from a home office location, and to join video calls as needed
Ability to work flexible hours in coordination with a global team
Languages
Fluent in English required (reading and writing)
French, Spanish, or Portuguese a plus
Preferred Qualifications
Experience as a subject matter expert across multiple product offerings
Strong customer relationship management skills
Familiarity with commercial real estate operations and technologies
Experience in creating and delivering customer training materials
What You Can Expect from Us
We succeed together — across the desk and around the globe — and believe the best inspires 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.
Location
Remote –San Jose,CRI
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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 JLL’s 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 Candidate Privacy Statement.
For additional details please see our career site pages for each country.
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 HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a HRSCLeaves@jll.com. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.
