Workplace Support Ticket Specialist

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.

We are seeking an experienced, analytical, and customer-obsessed Workplace Support Ticket Specialist. This is a global role supporting operations across AMER, EMEA, and APAC through a high-volume, SLA-driven ticket management environment.

The successful candidate will demonstrate strong critical thinking, sound judgment, and structured problem solving while managing employee support requests end-to-end. Analysts will leverage internal knowledge repositories, operational playbooks, and business systems to investigate issues, identify root causes, determine the most appropriate resolution path, and ensure customers receive timely, accurate, and complete resolutions.

Because this role is asynchronous, expectations around investigation depth, structured thinking, documentation quality, root cause analysis, and ownership are high. This is not basic ticket processing — we need operational problem solvers.

Key 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.