Workplace Support Senior Live Chat Specialist

Jones Lang LaSalle Incorporated; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Jones Lang LaSalle Incorporated (JLL) seeks an experienced Workplace Support Ticket Specialist to support operations across AMER, EMEA and APAC in a high-volume, SLA-driven environment. You will investigate issues, document resolutions, and determine escalation paths.

Own the end-to-end case lifecycle, collaborate with regional resolver teams, and leverage SOPs and knowledge bases to maximize first-touch resolution while maintaining clear, professional communication.

Qualifications

• Minimum 4 years in Ticket Support, Service Desk, Employee Support, Workplace Support, or similar operational environments.
• Experience in high-volume, SLA-driven support across global or multi-regional settings.
• Excellent written and verbal English communication; additional languages a plus.

Responsibilities

• End-to-End Case Management: Own the complete lifecycle of support requests from intake through final resolution.
• Critical Analysis & Decision Making: Evaluate information, identify gaps, validate assumptions, and decide escalation needs.
• Knowledge-Based Resolution: Use internal knowledge bases and SOPs to maximize first-touch resolution.
• Case Quality & Documentation: Produce clear, concise documentation enabling downstream resolution.
• Cross-Regional Collaboration: Partner with resolver teams across regions to improve performance.

Skills

Critical Thinking

Written Communication

Ownership

Bias for Action

Judgment & Decision Making

Customer Obsession

Attention to Detail

Tools

Ticketing platforms

Case management systems

Knowledge management tools

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. About the Role We are seeking an experienced, analytical, and customer-obsessed Workplace Support Ticket Specialist. This is a global role supporting operations across AMER, EMEA, and APAC through a high-volume, SLA-driven ticket management environment. The successful candidate will demonstrate strong critical thinking, sound judgment, and structured problem solving while managing employee support requests end-to-end. Analysts 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. Because this role is asynchronous, expectations around investigation depth, structured thinking, documentation quality, root cause analysis, and ownership are high. This is not basic ticket processing — we need operational problem solvers.

Key Responsibilities

• End-to-End Case Management: Own the complete lifecycle of support requests from intake through final resolution. Every case receives appropriate attention, timely communication, and complete documentation until the customer confirms resolution.
• Critical Analysis & Decision Making: Evaluate available information, identify gaps, validate assumptions, and exercise sound judgment when determining whether issues can be resolved independently or require escalation.
• Knowledge-Based Resolution: Utilize internal knowledge repositories, SOPs, and operational documentation to maximize first-touch resolution while continuously expanding personal expertise.
• Case Quality & Documentation: 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.
• Cross-Regional Collaboration: Partner effectively with resolver teams and stakeholders across multiple regions to drive timely resolutions and improve operational performance.

Core Competencies — Non-Negotiable

• Critical Thinking: Analyzes complex situations using structured reasoning; evaluates multiple sources of information; identifies underlying causes and develops logical, well-supported solutions.
• Written Communication: Produces clear, concise, professional, and customer-friendly written communication easily understood across global audiences.
• Ownership: Assumes complete accountability for customer outcomes by proactively driving cases to resolution.
• Bias for Action: Acts decisively with available information while balancing customer experience, operational risk, and business priorities.
• Judgment & Decision Making: Exercises sound decision making regarding issue prioritization, escalation paths, and resolution strategies — including under ambiguity.
• Customer Obsession: Consistently seeks to reduce customer effort, improve transparency, and deliver excellent support experiences.
• Attention to Detail: Maintains accuracy in case documentation, diagnostics, routing, and follow-up while managing multiple priorities simultaneously.

Basic Qualifications – Non-Negotiable

• 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; additional language proficiency is a plus
• 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 and 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

Performance Expectations

• Independently investigate and resolve support requests with minimal supervision
• Produce quality case documentation that enables efficient downstream execution with minimal rework
• Exercise sound judgment when balancing resolution versus escalation
• Leverage knowledge repositories effectively to maximize first-touch resolution
• Deliver outstanding customer experiences while consistently meeting/exceeding SLA commitments

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 –Hyderabad, TS

Scheduled Weekly Hours: 48

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page.

For further information, visit jll.com.

At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world. For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM.

JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.