Team Lead Helpdesk Agent

hace 2 semanas

Heredia, Costa Rica JLL A tiempo completo

JLL supports the Whole You, personally and professionally.

Note, the role is based in Costa Rica and hybrid with the majority of the time being in the office with the helpdesk team.

**Tasks**:
Ensure prompt and efficient resolution of customer service requests.
Maintain and update the ticketing system to track and manage requests.
Develop and implement processes and procedures for helpdesk operations that align with globalization efforts.
Train and mentor helpdesk agents to improve their technical and customer service skills.
Collaborate with facilities management and MAC to prioritize service requests and allocate resources.
Monitor and evaluate the performance of helpdesk agents and take corrective action as needed.
Monitor and contribute to performance metrics to measure the effectiveness of the helpdesk operations.
Analyze customer feedback and implement changes to improve customer satisfaction.
Stay current on industry trends and technologies related to facilities management and helpdesk operations.

**Qualifications**:
High school diploma or equivalent, advanced degree preferred
5+ years of experience in helpdesk management and customer service operations
Strong leadership and team management skills
Excellent communication and interpersonal skills
Knowledge of helpdesk ticketing systems and processes
Ability to analyze data and develop metrics for measuring performance
Familiarity with facilities management and maintenance practices
Ability to work under pressure and meet tight deadlines
Strong problem-solving and decision-making skills

Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

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