Jones Lang LaSalle Americas, Inc. podjetjem in vlagateljem po vsem svetu zagotavlja storitve na področju poslovnih nepremičnin. Njeno delo zajema strategijo in upravljanje nepremičnin, pri čemer se osredotoča na pomoč strankam pri obvladovanju stroškov, izboljšanju produktivnosti delovnega okolja in portfelja ter uresničevanju ciljev trajnostnega razvoja. Podjetje deluje na stičišču nepremičnin, poslovnega svetovanja in storitev B2B.
Customer Support Associate, Costa Rica (Remote)
Provide technical support for JLL Technologies products, including Building Engines, Prism, LogCheck, and Ravti. Manage customer tickets, documentation, and escalations while coordinating with product and engineering teams.
Opis
- Handle customer questions through email and chat as the primary support contact
- Troubleshoot technical issues in Building Engines, Prism, LogCheck, and Ravti
- Analyze reported issues to identify likely causes and appropriate solutions
- Resolve Tier 1 problems and route more complex issues to the right teams
- Use several SaaS products at once to investigate and resolve customer issues
- Apply AI tools to improve troubleshooting and the quality of customer responses
- Manage an assigned ticket queue alongside incoming chats and emails
- Follow up with customers by callback and clear ticket updates
- Explain technical information to customers with different levels of expertise
- Handle difficult customer conversations with empathy and professionalism
- Learn the supported products and how customers use them
- Write and maintain product documentation and materials for customers
- Record support interactions clearly to support team collaboration and auditing
- Add frequently asked questions and common fixes to the knowledge base
- Keep up with product changes, new features, and technical capabilities
- Work independently and collaborate with colleagues and senior team members
- Choose appropriate escalation routes using product knowledge and problem-solving
- Work with Product and Engineering when an issue requires their input
- Share technical findings with the wider support team
Zahteve
- 3–5 years of technical support experience with multiple SaaS products
- Strong troubleshooting ability and skill in diagnosing software problems
- Excellent written and spoken communication
- Ability to prioritize and handle a range of customer escalations
- Proficiency with AI tools for support delivery and documentation
- Experience developing and maintaining technical and customer-facing documentation
- Self-motivated, with an engaged approach to problem-solving and customer service
- Able to work independently and collaboratively
- Takes ownership and follows tasks through to completion
- Careful and accurate in documentation and ticket handling
- Fluent written and spoken English
- Expertise in multiple product offerings preferred
- Familiarity with commercial real estate operations and technology preferred
- PropTech or related industry experience preferred
- Knowledge of property management systems and workflows preferred
- Advanced use of AI to optimize technical support preferred
- Portfolio of technical documentation or knowledge base articles preferred
- Experience working in a tiered support structure preferred
Ugodnosti
- Competitive pay and benefits
- Total Rewards program supporting career goals, recognition, learning, well-being, and success
- Opportunities to build technical skills and progress professionally
- Remote work arrangement