Product Specialist Associate

Jones Lang LaSalle Incorporated; Makati; Hybrid; PHP 480,000 - 720,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Makati, Philippines is hiring a Product Specialist Associate to support a specific product within Leasing & Capital Markets Technology. You’ll respond to user inquiries, triage cases, and escalate to tech teams while maintaining a smooth user experience.

You’ll leverage AI tools like JLL GPT, contribute to documentation, and help onboard new hires. Strong English, teamwork, and problem solving are essential.

Qualifications

• 1+ years of product support or real estate experience.
• 1-2 years of experience in supported Leasing business lines or functions.
• Advanced English and secondary language fluency in speaking, reading, and writing is required.
• Comfort with documentation tools (e.g., Confluence) or willingness to learn.
• Knowledge of Azure DevOps, Jira, ServiceNow, and Salesforce is preferred.
• Proficiency in Microsoft Office; Excel reporting / querying large datasets.

Responsibilities

• 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 service tools and provides feedback for feature prioritization.
• Escorts escalations with technology teams while maintaining a seamless end-user experience.
• Uses Generative AI (e.g., JLL GPT) to support tasks and initiatives.
• On-boards new hires and off-boards terminated employees.
• Documents case resolutions and leverages existing documentation for consistency.
• Maintains documentation of processes and workflows for supported products.
• Performs service benchmarks (response time, handle time, CSAT) and collaborates to improve messaging and resolution.

Skills

Advanced English

Interpersonal skills

Communication skills

Organizational skills

Problem-solving

Independent work

Tools

Confluence

Microsoft Office

Excel

Azure DevOps

Jira

ServiceNow

Salesforce

Job description

## Product Specialist AssociateApplyremote type: On-sitelocations: Makati, Philippinestime type: Full timeposted on: Posted 30+ Days Agojob requisition id: REQ503822**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, PhilippinesIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!