Product Specialist Associate

Jones Lang LaSalle Incorporated; Makati; On-site; PHP 335,000 - 580,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Makati is seeking a Product Specialist Associate to support a product group within Leasing & Capital Markets Technology. You will handle first-line user support, triage cases, and document resolutions. The role requires collaboration with tech teams and training of users and partners.

You will leverage AI tools to improve processing, onboard new hires, and maintain comprehensive support playbooks and workflows. On-site presence in Makati is expected.

Qualifications

• Excellent documentation and communication skills with attention to detail.
• Experience with Confluence and Microsoft Office is required.
• Strong knowledge of Azure DevOps, Jira, ServiceNow, and Salesforce preferred.
• Advanced English written and spoken, with good interpersonal skills.
• At least 1 year in product support or related real estate domain.

Responsibilities

• Provide first line support via cases/chats/phone for supported products.
• Triages and manages case workflows in service tools and documents resolutions.
• Escalate to tech teams while preserving end-user experience.
• Utilize AI tools (e.g., JLL GPT) to improve tasks and initiatives.
• Onboard new hires and offboard terminated staff, documenting processes.
• Train users and partners on product features and maintain training materials.
• Maintain up-to-date product support documentation and templates.
• Monitor benchmarks like response time, handle time, resolution time, and CSAT.

Skills

Confluence

MS Office

Excel

Azure DevOps

Jira

ServiceNow

Salesforce

Advanced English

1+ years product support

Leasing business knowledge

Tools

Confluence

Microsoft Office

Azure DevOps

Jira

ServiceNow

Salesforce

Job description

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Product Specialist Associate

About the role

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 delivery processes. The Product Specialist Associate strives to a high quality of care, delivers consistent and effective issue resolution, 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 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.

Qualifications / Experience

People skills

• 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

Location

On-site –Makati, Philippines

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page.

At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM.

JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.