Product Support Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 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

• Provide Level 1 and Level 2 application support via phone and email for JLLT product applications, including Archibus, FMSE, FMSW, FMS Space, Maximo, TRIRIGA, Eptura Workplace, SERRAVIEW, OSIS, Nuvolo, Saltmine, AutoCAD, Envizi, and Zendesk • Monitor the incoming case queue and identify emergency, high-priority, or escalated issues • Receive inbound calls, gather details, guide customers through troubleshooting, and understand customer workflows • Make outbound calls as needed to gather details and guide customers through troubleshooting • Own assigned cases through resolution within defined SLOs/SLAs • Troubleshoot, test, and research complex scenarios to determine root cause, impact/scope, workarounds, and verification steps for defect reports • Develop broad understanding of supported products, workflows, features, integrations, and customer use cases • Document troubleshooting steps, findings, and recommendations; escalate to Level 3 when appropriate • Stay current on feature releases, known issues, workarounds, and support processes • Collaborate with partner teams and departments on cross-functional improvements • Support special projects and ad hoc tasks • Provide real-time team support by answering questions and offering guidance • Develop areas of expertise and serve as a subject matter expert • Champion customer satisfaction outcomes for the Support team • Contribute to the Knowledge Base by documenting known solutions and creating or updating support articles • Maintain and deepen understanding of application features and functionality

🎯 Requirements

• Excellent customer service skills (written and verbal) • Ability to investigate and document complex issues clearly for escalation • Ability to explain complex situations to a wide audience • Strong analytical and troubleshooting skills • Excellent attention to detail • Self-motivated with the ability to work independently • Ability to multitask in a fast-paced environment • Ability to mentor and support junior team members • Quick learner of new technologies and processes • Strong interpersonal skills and ability to work effectively as part of a team • Ability to de-escalate customer situations and deliver a positive customer experience • Knowledge of the real estate industry and real estate technology • Prior experience in a SaaS or enterprise application support/help desk environment • Experience with ITSM/ticketing tools (e.g., ServiceNow or Zendesk) and SLA/SLO-driven support • Basic SQL skills and/or experience analyzing logs, APIs, or integrations • Experience supporting platforms such as Archibus, TRIRIGA, Maximo, Nuvolo, Serraview, or Eptura Workplace • Real estate, facilities management, IWMS/CAFM, or workplace technology domain experience • Monday–Friday availability aligned to U.S. business hours, specifically 7am–4pm Central Time • Ability to work remotely from India

🏖️ Benefits

• Remote work model • No travel required • Potential participation in an after-hours on-call rotation • Equal opportunity employer • Reasonable accommodations for individuals with disabilities • 40 scheduled weekly hours