Workplace Support Senior Live Chat Specialist

Overview

JLL is seeking an experienced, analytical, customer-focused Workplace Support Ticket Specialist to manage high-volume, SLA-driven employee support requests end-to-end across AMER, EMEA and APAC.

What you'll do

• Own the complete lifecycle of support requests from intake through final resolution, until the customer confirms resolution.
• Evaluate available information, identify gaps, validate assumptions and decide whether issues can be resolved independently or require escalation.
• Use internal knowledge repositories, SOPs and operational documentation to maximize first-touch resolution.
• Create clear, concise and comprehensive case documentation so any resolver can pick up the ticket and execute without follow-up questions.
• Partner with resolver teams and stakeholders across multiple regions to drive timely resolutions and improve operational performance.

What you'll need

• 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 handling complex, multi-stakeholder cases from intake through verified resolution, comfortable working across multiple systems simultaneously.
• Exceptional written and verbal English communication skills, professional, precise and actionable.
• 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.
• Non-negotiable competencies: critical thinking, written communication, ownership, bias for action, judgment and decision making, customer obsession, and attention to detail.

Nice to have

• Additional language proficiency.
• 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.

Details

• Location: On-site, Pune, Maharashtra, India.
• Scheduled weekly hours: 48.
• Asynchronous role with high expectations for investigation depth, structured thinking, documentation quality, root cause analysis and ownership.