Ticket 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, analytical, and customer-obsessed Workplace Support Ticket Specialist to support global operations across AMER, EMEA, and APAC through a high-volume, SLA-driven ticket management environment. You will demonstrate strong critical thinking, sound judgment, and structured problem solving while managing employee support requests end-to-end. You will leverage internal knowledge repositories, operational playbooks, and business systems to investigate issues, identify root causes, determine the most appropriate resolution path, and ensure customers receive timely, accurate, and complete resolutions. This is not basic ticket processing — we need operational problem solvers who can own the complete lifecycle of support requests with minimal supervision while maintaining exceptional documentation quality and customer experience standards. What your day-to-day will look like: • Own the complete lifecycle of support requests from intake through final resolution, ensuring every case receives appropriate attention, timely communication, and complete documentation until the customer confirms resolution • Evaluate available information, identify gaps, validate assumptions, and exercise sound judgment when determining whether issues can be resolved independently or require escalation • Utilize internal knowledge repositories, SOPs, and operational documentation to maximize first-touch resolution while continuously expanding personal expertise • Create clear, concise, and comprehensive case documentation that enables efficient collaboration with downstream resolver groups — any resolver should be able to pick up the ticket and execute without follow-up questions • Partner effectively with resolver teams and stakeholders across multiple regions to drive timely resolutions and improve operational performance • Manage high volumes of support requests without quality degradation while maintaining accuracy in case documentation, diagnostics, routing, and follow-up across multiple priorities simultaneously • Consistently seek to reduce customer effort, improve transparency, and deliver excellent support experiences while meeting or exceeding SLA commitments. Required Qualifications: • Minimum 4 years of experience in Ticket Support, Service Desk, Employee Support, Workplace Support, Contact Center Operations, IT Support, or similar operational support environments • Experience working within high-volume, SLA-driven support organizations in global or multi-regional environments • Demonstrated experience working in complex, multi-stakeholder customer cases from intake through verified resolution, comfortable working across multiple systems simultaneously • Exceptional written and verbal English communication skills — professional, precise, and actionable • Strong prioritization skills with the ability to manage high volumes without quality degradation with critical thinking and analytical capability • Experience with ticketing platforms and case management systems • Strong proficiency using knowledge management tools and operational documentation. Preferred Qualifications: • Experience supporting Global Workplace Support or Corporate Real Estate operations • Experience coordinating with external vendors and service providers for issue resolution • Experience using AI-assisted support tools and automation platforms • Additional language proficiency beyond English • Demonstrated ability to analyze complex situations using structured reasoning and develop logical, well-supported solutions. 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. 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