AI-Driven Product Support Specialist

JLL; Makati; Presencial; PHP 300.000 - 550.000; Jornada completa

Descripción de la vacante

Jones Lang LaSalle (JLL) in Makati, Philippines, seeks a Product Specialist Associate to support a specific product within Leasing & Capital Markets Tech. You will assist users, ensure data integrity, and help improve product delivery processes.

The role emphasizes high-quality customer care, incident resolution, and creation of playbooks and best practices to boost usability. On-site position with strong collaboration across teams.

Formación

• Comfort with documentation tools or willingness to learn (Confluence, as an example)
• Intermediate Knowledge of Microsoft suite (Office, Word, Excel, Outlook, Teams, Planner)
• Basic knowledge of Excel reporting/querying large datasets; or willingness to learn
• Willingness and ability to learn new or tangential technology products to supported product(s)
• Knowledge of Azure devOps, Jira, ServiceNow, and Salesforce is preferred
• Advanced English and secondary language fluency in speaking, reading, and writing is required
• 1+ years of product support or real estate experience; and/or
• 1-2 years of experience in supported Leasing business line(s) or functions
• Commitment to Excellence in customer/user support [documented example or letter of recommendation required]
• Excellent interpersonal, communication, problem-solving and organizational skills
• Understands sense of urgency, upholds swift response times as required by the business(es)/function(s) being supported
• Ability to work independently, unsupervised, and as a team player

Responsabilidades

• 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 pre-prioritization
• Shepherds the workflow of escalations with the technology teams, while maintaining a seamless experience for the end-user
• Utilizes Generative AI, specifically JLL GPT, to support and optimize specific tasks and initiatives within the organization
• 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 end users
• Organizes, updates, and maintains documentation of processes for supported product(s), including user facing support 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 training materials.

Descripción del empleo

Jones Lang LaSalle (JLL) in Makati, Philippines, seeks a Product Specialist Associate to support a specific product within Leasing & Capital Markets Tech. You will assist users, ensure data integrity, and help improve product delivery processes.

The role emphasizes high-quality customer care, incident resolution, and creation of playbooks and best practices to boost usability. On-site position with strong collaboration across teams.