Associate Product Specialist @ Jones Lang LaSalle

The (P1) Product Specialist Associate supports a specific product or group of related products within the Leasing &Capital Markets Technology Group. They are responsible for supporting users and clients for issue resolution directly,championing data integrity, and participating in the improvement of our technology through our product deliveryprocesses. The Product Specialist Associate strives to a high quality of care, delivers consistent and effective issueresolution, and documents playbooks and best practices to improve the usability of our technology.

Description

As a Product Specialist Associate, you will be responsible for:

• Responds as the first line of defense to support cases/chats/phone calls from users of supported product(s).

• Triages and manages case workflows in our service tools, including feedback loops for feature preprioritization.

• Shepherds the workflow of escalations with the technology teams, while maintaining a seamless experience forthe end-user.

• Utilizes Generative AI, specifically JLL GPT, to support and optimize specific tasks and initiatives within theorganization.

• Responsible for technology on-boarding for new hires and off-boarding for terminated employees

• Documents case resolution and leverages existing documentation to ensure a consistent experience for endusers.

• Organizes, updates, and maintains documentation of processes for supported product(s), including user facingsupport process and workflows, end-to-end product support workflows, UAT Testing workflows,Enhancement/Defect prioritization workflows, system outage protocols, and comm templates.

• Executes operational service benchmarks like response time, handle time, resolution time, and CSAT scores.

• Works with other product specialists to actively improve messaging consistency and efficiency of resolution.

• Completes administrative requests in support of the product support organization and partner teams.

• Trains users and technology partners in general use and features, as requested. Contributes to trainingmaterials.

• Work hours are scheduled Monday through Friday, from 8:00 AM to 5:00 PM UK time.

Qualifications / Experience

• Comfort with documentation tools or willingnessto learn (Confluence, as an example)

• Intermediate Knowledge of Microsoft suite (Office,Word, Excel, Outlook, Teams, Planner)

• Basic knowledge of Excel reporting/querying largedatasets; or willingness to learn

• Willingness and ability to learn new or tangentialtechnology products to supported product(s)

• Knowledge of Azure DevOps, Jira, ServiceNow,and Salesforce is preferred

• Advanced English and secondary languagefluency in speaking, reading, and writing isrequired

• 1+ years of product support or real estateexperience; and/or

• 1-2 years of experience in supported Leasingbusiness line(s) or functions

People Skills

• Commitment to Excellence incustomer/user support [documentedexample or letter of recommendationrequired].

• Excellent interpersonal, communication,problem-solving and organizational skills.

• Understands sense of urgency, upholdsswift response times as required by thebusiness(es)/function(s) being supported.

• Ability to work independently,unsupervised, and as a team player.