Customer Support Associate

Job not on LinkedIn

🔥 13 hours ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟡 Mid-level

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

🏠 Real Estate

🤝 B2B

💼 Consulting

Real Estate • B2B • Consulting

Jones Lang LaSalle Americas, Inc. is a company that provides commercial real estate services for corporations and investors worldwide. Their focus is on helping clients save money, increase productivity, and improve sustainability in real estate operations.

📋 Description

• Serve as the primary contact for customer inquiries via email and chat • Diagnose and troubleshoot technical issues across Building Engines, Prism, LogCheck, and Ravti • 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 • 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 • Develop strong understanding of supported platforms and customer workflows • Create and update product documentation and customer-facing materials • Document interactions thoroughly and create 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 • Work independently while collaborating with peers and senior team members • Determine escalation paths using problem-solving skills and product knowledge • Coordinate with Product and Engineering teams when necessary • Share technical insights with the broader support team

🎯 Requirements

• 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 • Fluent in English required (reading and writing) • Subject matter expertise in multiple product offerings preferred • Familiarity with commercial real estate operations and technologies preferred • PropTech or related industry experience preferred • Knowledge of property management systems and workflows preferred • Advanced experience leveraging AI for technical support optimization preferred • Portfolio of technical documentation or knowledge base articles created preferred • Previous experience in a tiered support structure preferred

🏖️ Benefits

• Competitive benefits and pay • Total Rewards program supporting career ambitions, recognizing contributions, learning, well-being, and success • Opportunities to grow technical skills and advance your career • Remote work arrangement