Application Support Associate

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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 Application Support Associate to join our Customer Services Application Support team. This role is crucial in delivering high-quality support to our customer base, utilizing outstanding customer service skills and techniques that promote customer satisfaction and retention. The ideal candidate must be fluent in both French and English (verbal and written).

Location: Remote, US Business Hours

Responsibilities:

• Diagnose, troubleshoot, and resolve application issues while providing exceptional service
• Understand our software applications and communicate their relevance to customer success
• Provide guidance, consultation, and solutions for software navigation
• Manage assigned ticket queues while handling incoming calls/chats and delivering outbound responses
• Develop and maintain strong knowledge of supported product offerings
• Document all customer interactions thoroughly in support ticket systems (e.g., Zen Desk, Service Now)
• Use problem-solving skills, product knowledge, and experience to resolve tickets and determine when to escalate
• Provide timely, accurate, and complete responses to all internal and external inquiries
• Work independently while collaborating with peers and support team members
• Deliver superior customer service by handling inquiries, complaints, and suggestions promptly and professionally
• Maintain well-organized records of tickets, customer interactions, and related information
• Assist with various team projects as required
• Manage user security access, including adding and removing users from applications
• Comply with JLL and industry requirements, including financial system compliance and SOC 1/2 requirements

Qualifications:

• 2-5 years of experience in customer support or related role
• Written and verbal fluency in French and English
• Bachelor's degree in Business, Technology, or equivalent field
• Experience in Corporate Real Estate Software applications, including work order or project management tools
• Sound knowledge of Microsoft products suite (Word, Excel, PowerPoint, Outlook)
• Excellent problem-solving and communication skills
• Proactive approach towards customer support and issue resolution
• Ability to work effectively in a team-oriented environment
• Excellent time management and organizational skills

Nice to have:

• Experience with Procore, Prism, Yardi, MRI, or similar software applications
• Experience with Zen Desk

Join our dynamic team and contribute to delivering exceptional customer support in a fast-paced, technology-driven environment. Apply now to be part of our success story!

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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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 contact us at Accommodation Requests. 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.