Product Support Analyst-1
TypeFull-time job
LocationIndia
Posted2 hours ago
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.
Application Support Analyst (Level 1/2)
The Application Support Analyst provides Level 1 and Level 2 support for JLL Technologies (JLLT) applications, partnering with customers and internal teams to troubleshoot issues, resolve cases within service targets, and improve the customer experience through documentation and knowledge sharing.
Work model/location: Remote (India).
Travel/on-call: None. May participate in an after-hours on-call rotation.
Required hours
Monday–Friday, aligned to U.S. business hours. Shift will be 8am-5pm Central Time
Job description
Provide Level 1 and Level 2 application support via phone and email for JLLT product applications, including: Archibus, FMSE, FMSW, FMS Space, Maximo, TRIRIGA, Eptura Workplace, SERRAVIEW, OSIS, Nuvolo, Saltmine, AutoCAD, Envizi, and Zendesk
Monitor the incoming case queue and identify emergency, high-priority, or escalated issues.
Receive inbound calls from customers and gather details, guide customers through troubleshooting steps, and understand customer workflows
Make outbound calls as needed to gather details, guide customers through troubleshooting steps, and understand customer workflows.
Own assigned cases through resolution and deliver solutions within defined SLOs/SLAs.
Troubleshoot, test, and research complex scenarios to determine root cause, impact/scope, workarounds, and verification steps for defect reports.
Develop a broad understanding of supported products, workflows, features, integrations, and how they are used across the customer base.
Document troubleshooting steps, findings, and recommendations; escalate to Level 3 when appropriate.
Stay current on feature releases, known issues, workarounds, and support processes (Release Management).
Collaborate with partner teams and departments to build relationships and identify opportunities for cross-functional improvements.
Support special projects and ad hoc tasks as requested.
Provide real-time support to the team by answering questions and offering guidance.
Develop areas of expertise and serve as a subject matter expert (SME).
Champion customer satisfaction (CSAT) outcomes for the Support team.
Contribute to the Knowledge Base by documenting known solutions and creating/updating support articles.
Maintain and deepen understanding of application features and functionality.
Required skills
Excellent customer service skills (written and verbal)
Ability to investigate and document complex issues clearly for escalation
Ability to explain complex situations to a wide audience
Strong analytical and troubleshooting skills
Excellent attention to detail
Self-motivated with the ability to work independently
Ability to multitask in a fast-paced environment
Ability to mentor and support junior team members
Quick learner of new technologies and processes
Strong interpersonal skills and ability to work effectively as part of a team
Ability to de-escalate customer situations and deliver a positive customer experience
Knowledge of the real estate industry and real estate technology
Preferred qualifications
Prior experience in a SaaS or enterprise application support/help desk environment
Experience with ITSM/ticketing tools (e.g., ServiceNow or Zendesk) and SLA/SLO-driven support
Basic SQL skills and/or experience analyzing logs, APIs, or integrations
Experience supporting any of the listed platforms (e.g., Archibus, TRIRIGA, Maximo, Nuvolo, Serraview, Eptura Workplace)
Real estate, facilities management, IWMS/CAFM, or workplace technology domain experience
Potential JLLT career paths
Based on proven expertise and business need, potential career paths may include: Level 3: Corrigo IntegrationLevel 3: Archibus DeveloperLevel 3: Maximo DeveloperLevel 3: TRIRIGA DeveloperLevel 3: Systems Integration (Hosting)
Equal opportunity employer: JLL is an equal opportunity employer and is committed to working with and providing reasonable accommodations to individuals with disabilities
Location:
Remote –Aurangabad, MHScheduled Weekly Hours:
40If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
Jones Lang LaSalle (“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 . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
Originally posted on Himalayas
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.
Application Support Analyst (Level 1/2)
The Application Support Analyst provides Level 1 and Level 2 support for JLL Technologies (JLLT) applications, partnering with customers and internal teams to troubleshoot issues, resolve cases within service targets, and improve the customer experience through documentation and knowledge sharing.
Work model/location: Remote (India).
Travel/on-call: None. May participate in an after-hours on-call rotation.
Required hours
Monday–Friday, aligned to U.S. business hours. Shift will be 8am-5pm Central Time
Job description
Provide Level 1 and Level 2 application support via phone and email for JLLT product applications, including: Archibus, FMSE, FMSW, FMS Space, Maximo, TRIRIGA, Eptura Workplace, SERRAVIEW, OSIS, Nuvolo, Saltmine, AutoCAD, Envizi, and Zendesk
Monitor the incoming case queue and identify emergency, high-priority, or escalated issues.
Receive inbound calls from customers and gather details, guide customers through troubleshooting steps, and understand customer workflows
Make outbound calls as needed to gather details, guide customers through troubleshooting steps, and understand customer workflows.
Own assigned cases through resolution and deliver solutions within defined SLOs/SLAs.
Troubleshoot, test, and research complex scenarios to determine root cause, impact/scope, workarounds, and verification steps for defect reports.
Develop a broad understanding of supported products, workflows, features, integrations, and how they are used across the customer base.
Document troubleshooting steps, findings, and recommendations; escalate to Level 3 when appropriate.
Stay current on feature releases, known issues, workarounds, and support processes (Release Management).
Collaborate with partner teams and departments to build relationships and identify opportunities for cross-functional improvements.
Support special projects and ad hoc tasks as requested.
Provide real-time support to the team by answering questions and offering guidance.
Develop areas of expertise and serve as a subject matter expert (SME).
Champion customer satisfaction (CSAT) outcomes for the Support team.
Contribute to the Knowledge Base by documenting known solutions and creating/updating support articles.
Maintain and deepen understanding of application features and functionality.
Required skills
Excellent customer service skills (written and verbal)
Ability to investigate and document complex issues clearly for escalation
Ability to explain complex situations to a wide audience
Strong analytical and troubleshooting skills
Excellent attention to detail
Self-motivated with the ability to work independently
Ability to multitask in a fast-paced environment
Ability to mentor and support junior team members
Quick learner of new technologies and processes
Strong interpersonal skills and ability to work effectively as part of a team
Ability to de-escalate customer situations and deliver a positive customer experience
Knowledge of the real estate industry and real estate technology
Preferred qualifications
Prior experience in a SaaS or enterprise application support/help desk environment
Experience with ITSM/ticketing tools (e.g., ServiceNow or Zendesk) and SLA/SLO-driven support
Basic SQL skills and/or experience analyzing logs, APIs, or integrations
Experience supporting any of the listed platforms (e.g., Archibus, TRIRIGA, Maximo, Nuvolo, Serraview, Eptura Workplace)
Real estate, facilities management, IWMS/CAFM, or workplace technology domain experience
Potential JLLT career paths
Based on proven expertise and business need, potential career paths may include: Level 3: Corrigo IntegrationLevel 3: Archibus DeveloperLevel 3: Maximo DeveloperLevel 3: TRIRIGA DeveloperLevel 3: Systems Integration (Hosting)
Equal opportunity employer: JLL is an equal opportunity employer and is committed to working with and providing reasonable accommodations to individuals with disabilities
Location:
Remote –Aurangabad, MHScheduled Weekly Hours:
40If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
Jones Lang LaSalle (“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 . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
Originally posted on Himalayas
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