Application Support 1

3 days ago

Bengaluru India JLL Full time

Job Description Location: India (Remote), must work US business hours At JLL, we're seeking a Customer Support Specialist to join our Client Technology Services Support team for our Building Engines platform. In this role, you'll be expected to deliver high quality support to our customer base, while utilizing outstanding customer service skills and techniques that promote customer 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 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: - Diagnose, troubleshoot and resolve issues while providing exceptional service. - Understand our Prism, Classic, and other application platforms with the ability to communicate how it relates to the customer, and how it can drive them to success. - Manage a queue of assigned tickets while taking incoming calls/chats and delivering outbound responses through call backs and ticket updates. - Develop and maintain a strong level of knowledge of the product offerings that you will be supporting. - Document all interactions with our customers and create thorough trails for others to follow. - Use problem solving skills, product knowledge, and experience to resolve tickets submitted by end users and determine when to escalate for further investigation and resolution. - Provide timely, accurate, and complete responses to all inquiries both internally and externally. - Work independently, while also collaborating with peers and others within the support team. Required Qualifications: - 3-5 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 customer service role - Ability to work both independently and as part of a team - Commitment to getting things done and taking ownership Preferred Qualifications: - Experience as a subject matter expert in multiple product offerings

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