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Help Desk Agent

hace 2 semanas

San José, Costa Rica JLL A tiempo completo

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 91,000 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.

**About the position**:
We are currently seeking a dynamic individual for the role of Helpdesk Agent to join our team:
**Location**: Costa Rica.

**Work schedule**: Monday to Friday, 9:00 am to 6:00 pm - Onsite

**Contract Type**: Open-ended.

**Job Purpose**:
The Client contact specialist reports to Helpdesk Manager and is responsible for managing contacts received within the Trouble ticketing tool. His main responsibility is to resolve issues and answer inquiries received in timely and professional manner.

**Responsibilities**:
Receive, handle and resolve Client contacts submitted within the internal tool
Response with effective, clear and professional written and oral communication
Take ownership of a particular region to support local teams in their transition to remote handling of specific Trouble tickets. & Implement client driven initiatives and guidelines that improve end user experience.
Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
Participate in creation of SOPs and other documents improving day-to-day workflow of other team members.
Continually improve, simplify and innovate the current worksheets and processes
Liaise with Customers for special requirements, maintaining request forms operational and up-to-date
Provide feedback and follow-ups on recurring issues
KPI Reporting and alignment across AMER
All other tasks/ duties as required

**Requirements**:
+2 years of experience customer service
System knowledge (Platforms, Internet and Microsoft Office)
Intermediate to advanced level of English
What you can expect from us
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognizing your contributions, investing in your well-being and providing competitive benefits and pay.