Senior Live Chat Specialist

Job description

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. What this job involves: We are seeking an experienced, highly analytical, and customer-obsessed Workplace Support Senior Live Chat Specialist to operate in a global, high-volume, 24/7/365 environment. This is not a traditional customer service role – the key differentiator is judgment. You will handle real-time queue clearance focused purely on Facilities & Workplace Management, managing interactions after an AI Bot has extracted mandatory data, allowing you to skip discovery and immediately drive high-velocity resolutions. You will confidently manage a concurrency of 3 simultaneous live chats while maintaining a target Average Handle Time (AHT) of 10 minutes, making sound decisions under ambiguity and taking total ownership of employee experiences. This role requires someone who can think while typing, maintain composure under sustained pressure, and deliver precise diagnostics that enable downstream teams to resolve issues with zero follow-up. What your day-to-day will look like: • Resolve employee workspace issues through live chat by rapidly diagnosing problems, identifying solutions, and delivering clear, accurate guidance across up to 3 concurrent conversations • Quickly assess severity, urgency, and complexity of incoming chat requests; apply critical thinking to identify root causes and provide solutions within the pace of a live conversation • Create comprehensive internal work orders in the IWMS within the 10-minute AHT window for chats requiring manual remediation or local dispatch, ensuring tickets contain diagnostics, asset context, and clear next steps • Act as the immediate human safety net for P1 Critical Exceptions (major water leaks, server room HVAC failures, active safety hazards), instantly seizing ownership, stabilizing communication, and initiating agreed routing protocols • Execute live error-routing mechanisms when encountering inaccuracies in building metadata to trigger compliance notifications to the content/database management team • Rapidly navigate internal knowledge repositories and SOPs to resolve complex issues independently during live interactions, minimizing the need for escalations • Take total ownership from the moment the Tier 0 bot hands over the SSO payload through to successful ticket creation/logging or seamless regional shift handover. Required Qualifications: • Minimum 6 years of experience supporting customers/employees through Live Chat, Service Desk, Contact Center, or Workplace Support • Minimum 4 years of primary experience in a real-time, multi-concurrency live chat environment (standalone call center phone experience alone does not qualify) • Demonstrated typing speed of 60+ WPM with high accuracy • Proven ability to break down complex, multi-layered problems and drive resolution independently without constant escalation • Excellent written English and business communication skills suited to real-time, high-pressure professional interactions • Proven experience with enterprise ticketing platforms, chat systems, and case management systems • Proven track record of delivering superior customer service in a high-volume, real-time environment. Preferred Qualifications: • Direct experience using an Integrated Workplace Management System (IWMS) or similar corporate real estate systems • Strong background in Facilities Management, Corporate Real Estate, or Workplace Operations Support (understanding of HVAC systems, badge provisioning, space management, and MEP utilities) • Experience working within a global or multi-regional support organization (handling handovers across AMER, EMEA, and APAC time zones) • Additional language proficiency beyond English • Experience managing production metrics (AHT, concurrency, ticket quality, first-contact resolution) independently. Location: On-siteIf this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.JLL is an Equal Opportunity Employer committed to diversity and inclusion. Location: On-site –San Jose,CRI Job Tags: GREF If this job description resonates with you, we encourage you to apply, even if you don’t meet all 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 col