Senior Help Desk Agent

**JLL supports the Whole You, personally and professionally.**

We are currently seeking a Sr. Helpdesk Agent to join our JLL team supporting our client, Amazon’s Global Real Estate & Facilities.

Helpdesk Agents provide customer service and assist with facilities ticket management activities, overseeing compliance with assigned service level standards.

**What this job involves**

The Guru is responsible for evaluating, entering and responding to trouble tickets, entering work orders into Building Management systems, and effectively communicating the progress of work with facilities team members.
- Provide prompt and courteous response to Amazon employee and client requests within the guidelines set forth by Hines and Amazon Global Real Estate & Facilities
- Responsible for obtaining approvals of various requests from others such as Executive Assistants, Space Admins and Facilities Management
- Maintain all business contact information within the Guru Handbook and other various reference documents
- Update tickets with appropriate notes when completion notices are received from property management or other vendor partners
- Assist with communications and coordination of response activity during emergencies if deemed reasonable and prudent, and as trained by supervisor
- Assist with any other projects/duties as directed by managers
- 2+ years of experience working in a customer service environment required.
- Bilingual (English/Spanish) Required
- Ability to self-manage and maintain a high level of productivity working remotely
- Meet highest attendance and punctuality requirements
- Operate personal computer as well as demonstrating proficiency with computer software (examples include Outlook, Sharepoint, MS Word, MS Excel, MS Outlook, Smartsheets,etc.)
- Outstanding written and verbal communication skills which demonstrate the ability to communicate to technical and non-technical audiences, convey key insights from analysis in business terms, and work effectively with team members and partners from all levels of the organization
- Strong attention to detail
- Ability to prioritize and work effectively in a deadline driven, high-volume department
- Possess initiative to assume additional responsibilities
- Type a minimum 60-WPM with accuracy
- Perform basic business math such as compute discount, interest, percentage and profit/loss
- Experience in working collaboratively with internal and external members
- Strong service mindset and ability to model organizational values
- Interpersonal skills which inspire patience, flexibility, creativity, and perseverance in others
- An appreciation of, sensitivity to, and respect for a diverse environment
- Demonstrated success working with stakeholders at all levels of an organization
- High School Diploma or Equivalent Required

**Location**:
Hybrid -Heredia,CRI

**Job Tags**:
GREF

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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