Customer Support Associate

Level 1 Technical Support Specialist

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

JLL Technologies is a specialized group within JLL delivering unparalleled digital advisory, implementation, support and services solutions to organizations globally. We provide best-in-class technologies that bring digital ambitions to life by aligning technology, people, and processes. Our goal is to increase the value and liquidity of the world's buildings while enhancing the productivity and happiness of the people who occupy them. Our offerings span CRE Technology, Business Intelligence, Utilization, Workplace Experience and Mobility, and Smart Buildings and Workplaces delivered by a global team providing superior support to our internal and external clients.

The Role

JLL is seeking a Level 1 Technical Support Specialist to join our Customer Experience Support team. As the first point of contact for our customers, you'll provide technical assistance for our product suite: Building Engines, Prism, LogCheck, and Ravti. In this role, you'll deliver high-quality support while building expertise across multiple platforms and contributing to team best practices. We believe the most effective teams thrive when everyone is empowered, and this position offers opportunities to grow your technical skills and advance your career in a dynamic environment.

What This Job Involves

Technical Support & Troubleshooting

• Serve as the primary contact for customer inquiries via email and chat
• Diagnose and troubleshoot technical issues across all four platforms
• Perform initial technical analysis to identify root causes and determine resolution paths
• Resolve Tier 1 issues independently and escalate complex problems appropriately
• Navigate multiple SaaS platforms simultaneously to troubleshoot effectively
• Leverage AI tools to enhance troubleshooting efficiency and customer response quality

Customer Engagement & Service

• Manage an assigned ticket queue while handling incoming chats and emails
• Deliver outbound responses through callbacks and detailed ticket updates
• Communicate technical concepts clearly to customers with varying expertise levels
• Navigate challenging conversations with professionalism and empathy

Product Knowledge & Documentation

• Develop strong understanding of all supported platforms and their role in customer workflows
• Create and update product documentation and customer-facing materials
• Document all interactions thoroughly, creating clear audit trails for team collaboration
• Contribute to the knowledge base by documenting FAQs and common solutions
• Stay current with product updates, new features, and technical capabilities
• Utilize AI tools to improve documentation quality and consistency

Collaboration & Escalation

• Work independently while collaborating effectively with peers and senior team members
• Utilize problem-solving skills and product knowledge to determine escalation paths
• Coordinate with Product and Engineering teams when necessary
• Share technical insights with the broader support team

What We're Looking For

Required Qualifications

• 3-5 years of experience supporting multiple SaaS products in technical support
• Strong technical troubleshooting skills with ability to diagnose software issues
• Excellent written and verbal communication skills
• Proven ability to prioritize and manage varied customer escalations
• Proficiency in using AI tools to enhance support delivery and documentation
• Experience creating and maintaining technical and customer-facing documentation
• Self-driven with an enthusiastic approach to problem-solving and customer service
• Ability to work independently and collaboratively
• Commitment to ownership and follow-through
• Strong attention to detail in documentation and ticket management

Languages

• Fluent in English required (reading and writing)
• French, Spanish, or Portuguese a plus

Preferred Qualifications

• Subject matter expertise in multiple product offerings
• Familiarity with commercial real estate operations and technologies
• PropTech or related industry experience
• Knowledge of property management systems and workflows
• Advanced experience leveraging AI for technical support optimization
• Portfolio of technical documentation or knowledge base articles created
• Previous experience in a tiered support structure

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!