OneServiceCenter Tier 2 Support Analyst (Remote)

Description

About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

OSC Tier 2 Support Analyst:
Escalation point for Response Team
Be available for chat questions
Be available for live call transfers
Be available for Mentoring and QA
Engage in Mentoring sessions with Response Team agents
Troubleshooting
Test complex scenarios to determine cause, symptoms, scope, alternative workflow, solutions and verification of defect reports
Document steps, findings, suggestions and escalate to Tier 3
Go above standard Response Team Support troubleshooting methods by performing tests, doing research, and engaging with others within and outside of the Support Department to obtain full understanding
Customer Outreach
Make outbound calls to gather details, work through specific steps, and gain understanding of specific workflows to fully understand the reported issue
Contact customers who feel Response Team did not fully grasp or resolve an issue to provide further guidance and resolution.
Champion of CSAT for support team
Knowledge sharing
Create knowledge articles for known solutions
Provide detailed information to Response Team for deeper understanding
Work with customers to ensure support responses are fully understood and usable to their specific needs
Personal development
Fully understand all products, workflows, features, relationships and how these are used by our broader customer base
Stay up to date on new features releases, known issues, work arounds and processes
Develop areas of expertise and become SME in these areas
Interact with departments related to and connected to support to build relationships and discover opportunities for cross-departmental collaboration and growth
Assist in special projects/tasks upon request
What you can expect from us
We succeed together and believe the best inspire 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.
We can’t wait to see where your ambitions take you at JLL. Apply today!