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 JLLT product applications, including Archibus, FMSE, FMSW, FMS Space, Maximo, TRIRIGA, Eptura Workplace, SERRAVIEW, OSIS, Nuvolo, Saltmine, AutoCAD, Envizi, and Zendesk.

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

• Handle inbound calls, collect information, guide customers through troubleshooting, and comprehend customer workflows.

• Initiate outbound calls as necessary to gather information and assist customers in troubleshooting.

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

• Diagnose, test, and investigate complex scenarios to ascertain root causes, impact/scope, workarounds, and verification steps for defect reports.

• Cultivate a comprehensive understanding of supported products, workflows, features, integrations, and customer use cases.

• Record troubleshooting steps, findings, and recommendations; escalate to Level 3 as needed.

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

• Collaborate with partner teams and departments to drive cross-functional enhancements.

• Assist with special projects and ad hoc tasks.

• Provide real-time support to the team by answering questions and offering guidance.

• 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 or 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 document complex issues clearly for escalation purposes.

• Proficiency in explaining intricate situations to a diverse audience.

• Strong analytical and troubleshooting aptitude.

• Outstanding attention to detail.

• Self-driven with the ability to work independently.

• Capacity to multitask in a dynamic environment.

• Ability to mentor and support junior team members.

• Quick to learn new technologies and processes.

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

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

• Familiarity with the real estate industry and real estate technology.

• Previous experience in a SaaS or enterprise application support/help desk setting.

• 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.

• Background in real estate, facilities management, IWMS/CAFM, or workplace technology domains.

• Availability Monday–Friday 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.