Global Workplace Support Specialist – SLA-Driven Resolver

Jones Lang LaSalle Incorporated; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Job summary

JLL is seeking an experienced, analytical, and customer-obsessed Workplace Support Ticket Specialist. This global role supports operations across AMER, EMEA, and APAC in a high-volume, SLA-driven environment, handling tickets end-to-end from intake to resolution with thorough documentation.

Based in Warsaw on-site, you will collaborate with regional resolver teams, leverage internal knowledge and playbooks, and pursue first-touch resolutions while maintaining exceptional customer service and

Qualifications

• Minimum 4 years of experience in Ticket Support, Service Desk, Workplace Support, or similar operational environments.
• Experience in high-volume, SLA-driven global or multi-regional support.
• Experience handling complex multi-stakeholder cases from intake through verified resolution.
• Exceptional written and verbal English communication; additional language proficiency is a plus.
• Strong prioritization skills with the ability to manage high volumes without quality degradation.
• Experience with ticketing platforms and case management systems; proficient with knowledge management tools.

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, escalate when needed.
• Knowledge-Based Resolution: Utilize internal knowledge repositories, SOPs, and documentation to maximize first-touch resolution.
• Case Quality & Documentation: Create clear, concise, and comprehensive documentation for downstream resolver groups.
• 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 is seeking an experienced, analytical, and customer-obsessed Workplace Support Ticket Specialist. This global role supports operations across AMER, EMEA, and APAC in a high-volume, SLA-driven environment, handling tickets end-to-end from intake to resolution with thorough documentation.

Based in Warsaw on-site, you will collaborate with regional resolver teams, leverage internal knowledge and playbooks, and pursue first-touch resolutions while maintaining exceptional customer service and