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Application Support Engineer 1
Boston, MA
Job Description
About the Role:
We are looking for an Application Support Specialist to join our Customer Services Support team. In this role, you will be expected to deliver high quality support to our customer base, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This role also requires proficiency in Computer-Aided Design (CAD) and a working knowledge of Revit.
Responsibilities:
Diagnose, troubleshoot and resolve issues while providing exceptional service.
Understand our RealAccess and Prism platforms with the ability to communicate how it relates to the customer, and how it can drive them to success.
Provide guidance, consultation, and solutions to customers regarding REBNY guidelines and BOMA standards.
Maintain 100% accuracy of customer portfolios, including occupancy, floorplans, and building reporting figures.
Manage a queue of assigned tickets while taking incoming calls/chats and delivering outbound responses through call backs and ticket updates.
Develop and maintain a strong level of knowledge of the product offerings that you will be supporting.
Document all interactions with our customers and create thorough trails for others to follow.
Use problem solving skills, product knowledge, and experience to resolve tickets submitted by end users and determine when to escalate for further investigation and resolution.
Provide timely, accurate, and complete responses to all inquiries - both internally and externally.
Work independently, while also collaborating with peers and others within the support team.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
We are looking for an Application Support Specialist to join our Customer Services Support team. In this role, you will be expected to deliver high quality support to our customer base, while utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. This role also requires proficiency in Computer-Aided Design (CAD) and a working knowledge of Revit.
Responsibilities:
Diagnose, troubleshoot and resolve issues while providing exceptional service.
Understand our RealAccess and Prism platforms with the ability to communicate how it relates to the customer, and how it can drive them to success.
Provide guidance, consultation, and solutions to customers regarding REBNY guidelines and BOMA standards.
Maintain 100% accuracy of customer portfolios, including occupancy, floorplans, and building reporting figures.
Manage a queue of assigned tickets while taking incoming calls/chats and delivering outbound responses through call backs and ticket updates.
Develop and maintain a strong level of knowledge of the product offerings that you will be supporting.
Document all interactions with our customers and create thorough trails for others to follow.
Use problem solving skills, product knowledge, and experience to resolve tickets submitted by end users and determine when to escalate for further investigation and resolution.
Provide timely, accurate, and complete responses to all inquiries - both internally and externally.
Work independently, while also collaborating with peers and others within the support team.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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