Customer Support Associate

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.

About JLL Technologies

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement .

For additional details please see our career site pages for each country.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at HRSCLeaves@jll.com . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a   HRSCLeaves@jll.com . Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.