Product Support Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver Level 1 and Level 2 application support through phone and email for JLL Technologies product applications, such as Archibus, FMSE, FMSW, FMS Space, Maximo, TRIRIGA, Eptura Workplace, SERRAVIEW, OSIS, Nuvolo, Saltmine, AutoCAD, Envizi, and Zendesk.

• Oversee the incoming case queue, identifying emergency, high-priority, or escalated issues.

• Answer inbound calls, collect information, assist customers with troubleshooting, and comprehend customer workflows.

• Make outbound calls as necessary to collect information and assist customers through troubleshooting procedures.

• Manage assigned cases until resolution within established SLOs/SLAs.

• Diagnose, test, and research intricate scenarios to ascertain root causes, impacts/scope, workarounds, and verification steps for defect reports.

• Cultivate knowledge of supported products, workflows, features, integrations, and customer usage.

• Record troubleshooting procedures, findings, and suggestions; escalate to Level 3 when necessary.

• Remain updated on feature releases, known issues, workarounds, and support protocols.

• Collaborate with partner teams and departments to enhance relationships and cross-functional improvements.

• Assist with special projects and ad hoc tasks.

• Provide real-time support and guidance to team members.

• Develop areas of expertise and act as a subject matter expert.

• Advocate for customer satisfaction outcomes for the Support team.

• Contribute to the Knowledge Base by documenting known solutions and creating/updating support articles.

• Maintain and enhance understanding of application features and functionalities.

⛳️ Requirements

• Exceptional customer service abilities (both written and verbal).

• Capability to investigate and clearly document complex issues for escalation.

• Competence in explaining intricate situations to a diverse audience.

• Strong analytical and troubleshooting capabilities.

• Outstanding attention to detail.

• Self-driven with the aptitude to work independently.

• Proficiency in multitasking in a dynamic environment.

• Ability to mentor and support junior team members.

• Quick adaptability to new technologies and processes.

• Strong interpersonal skills and the ability to collaborate effectively as part of a team.

• Skill in de-escalating customer situations and providing a positive customer experience.

• Knowledge of the real estate industry and real estate technology.

• Previous experience in a SaaS or enterprise application support/help desk environment (preferred).

• Familiarity with ITSM/ticketing tools like ServiceNow or Zendesk and SLA/SLO-driven support (preferred).

• Basic SQL skills and/or experience analyzing logs, APIs, or integrations (preferred).

• Experience supporting platforms such as Archibus, TRIRIGA, Maximo, Nuvolo, Serraview, or Eptura Workplace (preferred).

• Experience in real estate, facilities management, IWMS/CAFM, or workplace technology domains (preferred).

• Availability from Monday to Friday aligned with U.S. business hours, 8am–5pm Central Time.

🏝️ Benefits

• Remote work model.

• No travel required.

• No regular on-call obligation; may take part in an after-hours on-call rotation.

• 40 scheduled hours per week.