Application Support Lead
3 weeks ago
Job Description
Location: India (Remote), must work in US business hours
At JLL, we're seeking an Application Customer Support Lead to join our Client Technology Services Support team for our Building Engines platform. In this role, you'll be instrumental in delivering exceptional support to our customer base, utilizing outstanding customer service skills to promote satisfaction and retention. As we collectively shape a brighter way for our clients and fellow employees, you'll become a subject matter expert in multiple product offerings, manage customer relationships, and create and maintain best practices. We believe the most effective teams are built when everyone is empowered to thrive, and in this position, you'll have the opportunity to grow your skills and advance your career in a dynamic, fast-paced environment.
What your day-to-day will look like:
- Provide timely, accurate, and high-quality support for escalated customer issues
- Diagnose, troubleshoot, and determine when to further escalate issues, tracking them to resolution
- Work directly with Product and Engineering teams to resolve complex support challenges
- Participate in training exercises for existing customers to enhance product adoption
- Document all customer interactions using standard tools and create comprehensive audit trails
- Build and maintain a knowledge base for frequently asked questions and release notes
- Communicate product impact to internal stakeholders and act as a customer advocate
- Grow and maintain a strong team of Application Support professionals, mentoring and developing resources to build skills and progress to higher levels within the organization.
- Monitor and measure metrics to ensure team members are meeting expectations.
- Oversee the use of standard process workflows by team, analyze team statistics, and prepare reports.
- Hire, develop and retain top-level resources for your team, ensuring that they deliver high-quality work, according to our company's values, and continue to grow their careers within the company.
- Guide team members along escalation path for issues and projects
- Ensure that your team is well-informed about new features, tools, and changes to our products by leading discussions and coordinating training.
- Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units as needed.
Required Qualifications:
- 7 - 10 years of demonstrated experience supporting multiple SaaS products
- Strong troubleshooting skills and ability to navigate challenging customer conversations
- Excellent written and verbal communication skills
- Proven ability to prioritize and manage a varied queue of customer escalations
- Experience in creating and maintaining process documentation
- Ability to work both independently and as part of a team
- Commitment to getting things done and taking ownership
Preferred Qualifications:
- Experience managing a team
- Experience as a subject matter expert in multiple product offerings
- Strong customer relationship management skills
- Proactive communication skills, both with customers and internal stakeholders
- Familiarity with commercial real estate operations and technologies
- Experience in creating and delivering customer training materials
- Interest in PropTech or related industries
- Fluency in French and/or Spanish
At JLL, we support each other's wellbeing and champion inclusivity and belonging across teams. We embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career. Join us in taking the more inspiring, innovative, and optimistic path on our journey toward success.
-
Application Support Lead
3 weeks ago
Kochi, Kerala, India, Ernakulam SS Consulting Kochi Full timeJava Application Support LeadYears of Experience: 6-10 Years experience Notice Period –Immediate - 30 Days Responsibilities:We are looking for a Support Lead with strong Java and database experience to lead support efforts for Java based applications. The role involves leading a small team to resolving production incidents, ensuring smooth operations, and...
-
Application Support Lead
6 days ago
Bengaluru, Mumbai, India Prime Focus Technologies (PFT) Full time ₹ 15,00,000 - ₹ 25,00,000 per yearRole & responsibilitiesRole :- Application Support Lead/Support ManagerExperience :- 6-10 YearsHands-on experience in on-premises and cloud infrastructure (AWS, CP, OCI, Azure), Windows/Linux server administration, SSL installation, SQL/NoSQL databases.Hands-on experience in .Net/react application support.Candidates should have hands-on skills in application...
-
Application Support Lead
3 weeks ago
Guwahati, India Jio Full timeJob Description Skills: monitoring tools, database, RHOS, cloud platforms, Application Support, Operating Systems, Role: Application Support Operations Experience: 8+ Qualification: BE/B.Tech/MCA with 60% Role & Responsibility Understanding the entire application lifecycle, and ensure smooth operations and maintenance. Should have working experience...
-
Application Support Lead SRE
1 week ago
Bengaluru, India Infosys Limited Full timeJob Description Responsibilities : A day in the life of an Infoscion As part of the Infosys delivery team, your primary role would be to interface with the client for quality assurance, issue resolution and ensuring high customer satisfaction. You will understand requirements, create and review designs, validate the architecture and ensure high levels of...
-
Application Support Lead SRE
7 days ago
Bengaluru, India Infosys Limited Full timeJob Description Key Responsibilities: - A day in the life of an Infoscion - As part of the Infosys delivery team your primary role would be to interface with the client for quality assurance issue resolution and ensuring high customer satisfaction - You will understand requirements create and review designs validate the architecture and ensure high levels of...
-
Application Support Lead
3 weeks ago
Bengaluru, India Ascendion Full timeJob Description:Location: Bangalore (Hybrid, 24x7)Bangalore address: Embassy Tech Village, 5th Floor, Tower 2A Building, Phase 1, Outer Ring Road, Devarabisanahalli Village, Varthur Hobli, Bangalore, Karnataka, India – 560103.Job Title: Senior L3 Application Support Engineer (AS/400 & Modern Platforms)About the Role:Are you a master troubleshooter with a...
-
Application Support Lead
3 days ago
Bengaluru, Karnataka, India JLL Full time ₹ 15,00,000 - ₹ 25,00,000 per yearJLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies 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...
-
Application Support Lead
3 days ago
Bengaluru, Karnataka, India JLL Full time ₹ 12,00,000 - ₹ 36,00,000 per yearJLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and...
-
Application Support Team Lead
3 weeks ago
Mumbai, Maharashtra, India, Maharashtra Emkay Global Financial Services Ltd Full timeRole Overview:The Application Support Team Lead is responsible for managing a team of support consultants (1st–3rd line) to ensure smooth operation of application support services. This role focuses on incident resolution, process improvement, and maintaining high levels of customer satisfaction.Key Responsibilities:Team Leadership: Lead, mentor, and coach...
-
Application Support
3 weeks ago
Bengaluru, India Virtusa Full timeApplication Support - CREQ Description Application Support Maintaining and improving performance and availability of all clients web applications and platform. Leading high impact incident investigation and recovery in collaboration with various technology teams. Providing technical assistance in guiding the team for incident resolution. Leading...