Workplace Support Ticket Specialist

Jones Lang LaSalle Incorporated; Pune District; On-site; INR 670,000 - 1,004,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Pune is seeking an experienced Workplace Support Ticket Specialist to manage high-volume, SLA-driven support requests across global regions. You will own end-to-end case management, leverage knowledge bases, and drive first-touch resolutions with strong written communication and ownership.

The role requires minimum 4 years in ticket support, excellent English, and the ability to collaborate across regions while maintaining meticulous case documentation and

Qualifications

• Minimum 4 years of experience in Ticket Support or similar operational support environments.
• Experience in high-volume, SLA-driven support organizations in global or multi-regional environments.
• Exceptional written and verbal English communication skills; 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.

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 repositories, SOPs, and documentation to maximize first-touch resolution.
• Case Quality & Documentation: Create clear, concise case documentation for downstream resolver groups.
• Cross-Regional Collaboration: Work with resolver teams across regions to improve operational performance.

Skills

Critical Thinking

Written Communication

Ownership

Bias for Action

Judgment & Decision Making

Customer Obsession

Attention to Detail

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. 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 - Pune, MH

Scheduled Weekly Hours: 48

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.