Product Support Analyst-1

Job Summary

• Monday-Friday, aligned to U.S. business hours. Shift will be 7am-4pm Central Time.

Responsibilities

• 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.

Required skills

• 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

Preferred qualifications

• Prior experience in a SaaS or enterprise application support/help desk environment
• Experience with ITSM/ticketing tools (e.g., ServiceNow or Zendesk) and SLA/SLO-driven support
• Basic SQL skills and/or experience analyzing logs, APIs, or integrations
• Experience supporting any of the listed platforms (e.g., Archibus, TRIRIGA, Maximo, Nuvolo, Serraview, Eptura Workplace)
• Real estate, facilities management, IWMS/CAFM, or workplace technology domain experience

Potential JLLT career paths

• Based on proven expertise and business need, potential career paths may include:
  • Level 3: Corrigo Integration
  • Level 3: Archibus Developer
  • Level 3: Maximo Developer
  • Level 3: TRIRIGA Developer
  • Level 3: Systems Integration (Hosting)

Location Scheduled Weekly Hours

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.