Global Workplace Support Specialist

JLL; Warszawa; On-site; PLN 90,000 - 140,000; Full time

Job summary

JLL is seeking an experienced Workplace Support Ticket Specialist to support operations globally from Warsaw. The role focuses on managing the full lifecycle of employee support requests with rigorous SLA adherence, deep root-cause analysis, and thorough documentation.

You will leverage knowledge bases and SOPs to resolve issues efficiently and collaborate with regional teams. The ideal candidate will have 4+ years in ticket support, strong English communication, and a proven ability to balance

Qualifications

• 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.
• 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.

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.

Skills

Critical Thinking

Written Communication

Ownership

Bias for Action

Judgment & Decision Making

Customer Obsession

Attention to Detail

Ticketing Systems

Multi-Region Collaboration

Tools

Ticketing platforms

Job description

JLL is seeking an experienced Workplace Support Ticket Specialist to support operations globally from Warsaw. The role focuses on managing the full lifecycle of employee support requests with rigorous SLA adherence, deep root-cause analysis, and thorough documentation.

You will leverage knowledge bases and SOPs to resolve issues efficiently and collaborate with regional teams. The ideal candidate will have 4+ years in ticket support, strong English communication, and a proven ability to balance