Workplace Support Ticket Specialist

About the role

JLL is seeking an experienced, analytical and customer-obsessed Workplace Support Ticket Specialist to support global operations across AMER, EMEA and APAC. The role sits in a high-volume, SLA-driven ticket management environment, investigating employee support requests end to end with minimal supervision. It is an on-site position in San Jose.

Key responsibilities

• Own the full lifecycle of support requests, from intake through resolution, with timely communication and complete documentation until the customer confirms closure.
• Evaluate available information, identify gaps and use sound judgment to decide whether an issue can be resolved independently or requires escalation.
• Use internal knowledge repositories, SOPs and operational documentation to maximise first-touch resolution and expand personal expertise.
• Write clear, concise case documentation so any resolver can pick up the ticket and act without follow-up questions.
• Partner with resolver teams and stakeholders across regions to drive timely resolutions and improve operational performance.
• Handle high volumes of requests accurately while reducing customer effort and meeting or exceeding SLAs.

Required profile

• Minimum 4 years of experience in ticket support, service desk, employee support, workplace support, contact center operations, IT support or similar operational support roles.
• Experience in high-volume, SLA-driven support organisations in global or multi-regional settings.
• Experience handling complex, multi-stakeholder cases from intake to verified resolution across multiple systems.
• Exceptional written and verbal English, strong prioritisation and analytical skills.
• Preferred: Global Workplace Support or corporate real estate experience, coordination with external vendors, AI-assisted support tools, additional languages and structured problem-solving.

Required skills

• Experience with ticketing platforms and case management systems.
• Proficiency with knowledge management tools and operational documentation.