Vacancy description
JLL
India, Rāniganj
Employee Support Specialist in Rāniganj, India is listed on Jobeax. Browse 30,000+ vacancies available.
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. Because this role is asynchronous, expectations around investigation depth, structured thinking, documentation quality, root cause analysis, and ownership are high. End-to-End Case Management: Own the complete lifecycle of support requests from intake through final resolution. Critical Analysis & Decision Making: Case Quality & Documentation: Partner effectively with resolver teams and stakeholders across multiple regions to drive timely resolutions and improve operational performance.
identifies underlying causes and develops logical, well-supported solutions.
Bias for Action: Acts decisively with available information while balancing customer experience, operational risk, and business priorities.
Consistently seeks to reduce customer effort, improve transparency, and deliver excellent support experiences.
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 working in complex, multi-stakeholder customer cases from intake through verified resolution, comfortable working across multiple systems simultaneously
Exceptional written and verbal English communication skills — professional, precise, and actionable; additional language proficiency is a plus
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
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
Performance Expectations
Independently investigate and resolve support requests with minimal supervision
Produce quality case documentation that enables efficient downstream execution with minimal rework
Deliver outstanding customer experiences while consistently meeting/exceeding SLA commitments
We support each other's wellbeing and champion inclusivity and belonging across teams.
JLL is an Equal Opportunity Employer committed to diversity and inclusion.
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