Senior Live Chat 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.

About the Role

We are seeking an experienced, highly analytical, and customer-obsessed Workplace Support Senior Live Chat Specialist. This is a global role operating in a high volume, 24/7/365 environment.

This is not a traditional customer service or call center role - the key differentiator is judgment. We need someone who can think while typing, make sound decisions under ambiguity, and own outcomes independently.

The successful candidate will handle real-time queue clearance focused purely on Facilities & Workplace Management. The interactions begin after an AI Bot has either deflected baseline queries or successfully extracted mandatory data, allowing specialists to skip discovery and immediately drive high-velocity resolutions. Where immediate resolution is not possible, you will leverage judgment to generate tickets and route high quality support orders to the right resolver groups. You will ensure complete context and precise diagnostics for downstream centralized dispatch teams, all while maintaining strict ownership of the employee experience.

Success in this role requires the ability to confidentially manage a concurrency of 3 simultaneous live chats, maintaining a target Average Handle Time (AHT) of 10 minutes without compromising quality.

Key Responsibilities

• Real-Time Issue Resolution: Resolve employee workspace issues through live chat by rapidly diagnosing problems, identifying solutions, and delivering clear, accurate guidance across up to 3 concurrent conversations.
• Rapid Triage & Diagnosis: Quickly assess severity, urgency, and complexity of incoming chat requests; apply critical thinking to identify root causes and provide solutions within the pace of a live conversation.
• Case Management & Documentation: For chats requiring manual remediation or local dispatch, create comprehensive internal work orders in the IWMS within the 10-minute AHT window. Tickets must contain diagnostics, asset context, and clear next steps to enable downstream resolution with zero back-and-forth.
• Critical P1 Exception Management: Act as the immediate human safety net. When P1 Critical Exceptions (e.g., major water leaks, server room HVAC failures, active safety hazards) bypass the Tier 0 bot, you must instantly seize ownership, stabilize communication, and initiate agreed routing protocols.
• Data Governance & SLA Loop Accountability: Act as the live defense mechanism for global building data integrity. When encountering inaccuracies in building metadata, execute the live error-routing mechanism to trigger compliance notifications to the content/database management team.
• Knowledge-Based Troubleshooting: Rapidly navigate internal knowledge repositories and SOPs to resolve complex issues independently during live interactions, minimizing the need for escalations.
• End-to-End Ownership: Take total ownership from the moment the Tier 0 bot hands over the SSO payload through to successful ticket creation/logging or a seamless regional shift handover.

Core Competencies - Non-Negotiable

• Judgment Over Speed: Thinks while typing, balancing employee impact, structural asset risk, and operational priorities in real time.
• Structured Problem Solving: Leans on structured troubleshooting and logic rather than script following; validates assumptions against pre-populated SSO site payload and adapts when initial hypotheses prove incorrect.
• Analytical Reasoning: Breaks down complex problems into component parts, evaluates evidence, and draws logical conclusions - all within the pace of a live conversation.
• Decision Making Under Ambiguity: Makes sound decisions when information is incomplete or conflicting.
• Composure Under Sustained Pressure: High volume, frustrated employees, and incomplete information do not compromise quality, empathy, or professionalism.
• Self-Driven Operator: Owns production metrics (AHT, concurrency, ticket quality) without constant supervision.

Required Qualifications

• Minimum 6 years of experience supporting customers/employees through Live Chat, Service Desk, Contact Center, or Workplace Support
• Minimum 4 years of primary experience in a real-time, multi-concurrency live chat environment (standalone call center phone experience alone does not qualify)
• Demonstrated typing speed of 60+ WPM with high accuracy
• Proven ability to break down complex, multi-layered problems and drive resolution independently without constant escalation
• Excellent written English and business communication skills suited to real-time, high-pressure professional interactions; additional language proficiency is a plus
• Proven experience with enterprise ticketing platforms, chat systems, and case management systems
• Proven track record of delivering superior customer service in a high-volume, real-time environment

Preferred Qualifications

• Direct experience using an Integrated Workplace Management System (IWMS) or similar corporate real estate systems
• Strong background in Facilities Management, Corporate Real Estate, or Workplace Operations Support (understanding of HVAC systems, badge provisioning, space management, and MEP utilities)
• Experience working within a global or multi-regional support organization (handling handovers across AMER, EMEA, and APAC time zones)

Performance Expectations

• Confidently manage 3 simultaneous live chats within a 10-minute AHT target
• Independently resolve issues with minimal escalation while maintaining quality
• Produce comprehensive work orders/tickets that enable downstream resolution with zero follow-up
• Own production metrics (AHT, concurrency, ticket quality, first-contact resolution) without constant supervision
• Deliver outstanding customer experiences while consistently meeting/exceeding SLA commitments

At JLL, we are collectively shaping a brighter way - for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. 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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If 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.

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