Product Specialist 2: AI-Driven Support & Training (Makati)

Jones Lang LaSalle Incorporated; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Makati, Philippines is seeking a Product Specialist to provide product subject matter expertise and user support across regional applications. The role emphasizes issue resolution, documentation, and continuous improvement of the user experience.

The Product Specialist will create training materials, participate in UAT, and contribute to knowledge management and prompts to enhance project delivery.

Qualifications

• 3+ years of product support experience in large cross-functional organizations.
• Experience supporting enterprise applications across markets.
• Commitment to excellence in customer/user support.
• Willingness to continuously learn and share knowledge.

Responsibilities

• Actively resolving user-facing support cases, chats, and calls for supported product(s).
• Investigating and troubleshooting issues to establish root cause.
• Documenting resolutions and updating knowledge materials for end users.
• Translating requirements through defect processes for technical teams.
• Creating and developing Generative AI prompts to improve project delivery.
• Developing internal training materials and delivering end-user training.
• Maintaining deep product knowledge, roadmaps, releases, and testing.
• Executing UAT practices before business user testing.
• Meeting service benchmarks: response time, handle time, CSAT, and adoption.
• Maintaining knowledge management materials and support workflows.
• Managing escalation protocols on the back end for seamless user experience.
• Knowledge of custom report development for ad hoc requests.
• Work across time zones and weekends during releases.

Skills

Customer support

Problem solving

Communication

Ownership

Time management

Job description

Jones Lang LaSalle Incorporated in Makati, Philippines is seeking a Product Specialist to provide product subject matter expertise and user support across regional applications. The role emphasizes issue resolution, documentation, and continuous improvement of the user experience.

The Product Specialist will create training materials, participate in UAT, and contribute to knowledge management and prompts to enhance project delivery.