Product Support Analyst-1

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.    Application Support Analyst (Level 1/2) The Application Support Analyst provides Level 1 and Level 2 support for JLL Technologies (JLLT) applications, partnering with customers and internal teams to troubleshoot issues, resolve cases within service targets, and improve the customer experience through documentation and knowledge sharing. Work model/location: Remote (India). Travel/on-call: None. May participate in an after-hours on-call rotation. Required hours Monday–Friday, aligned to U.S. business hours. Shift will be 7am-4pm Central Time.

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 from customers and gather details, guide customers through troubleshooting steps, and understand customer workflows Make outbound calls as needed to gather details, guide customers through troubleshooting steps, and understand customer workflows. Own assigned cases through resolution and deliver solutions within defined SLOs/SLAs. Troubleshoot, test, and research complex scenarios to determine root cause, impact/scope, workarounds, and verification steps for defect reports. Develop a broad understanding of supported products, workflows, features, integrations, and how they are used across the customer base. Document troubleshooting steps, findings, and recommendations; escalate to Level 3 when appropriate. Stay current on feature releases, known issues, workarounds, and support processes (Release Management). Collaborate with partner teams and departments to build relationships and identify opportunities for cross-functional improvements. Support special projects and ad hoc tasks as requested. Provide real-time support to the team by answering questions and offering guidance. Develop areas of expertise and serve as a subject matter expert (SME). Champion customer satisfaction (CSAT) outcomes for the Support team. Contribute to the Knowledge Base by documenting known solutions and creating/updating support articles. Maintain and deepen understanding of application features and functionality.

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 Preferred qualifications 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 any of the listed platforms (e.g., Archibus, TRIRIGA, Maximo, Nuvolo,