Product Specialist Associate

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

Job summary

Jones Lang LaSalle Incorporated is seeking a Product Specialist Associate in the Philippines to provide first-line support for leased product platforms and manage case workflows. You will collaborate with technology teams to ensure quick, accurate resolutions and maintain high data integrity while documenting processes for end users.

The role requires strong English communication, a mix of independent and team work, and willingness to learn new tools like Confluence and Jira.

Qualifications

• 1+ years of product support or real estate experience.
• 1-2 years of experience in supported Leasing business line(s) or functions.
• Advanced English and secondary language fluency in speaking, reading, and writing.
• Excellent interpersonal, communication, problem-solving and organizational skills.
• Comfort with documentation tools and willingness to learn.
• Knowledge of Confluence is preferred.

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, including feedback loops for feature pre-prioritization.
• Shepherds the workflow of escalations with the technology teams, while maintaining a seamless end-user experience.
• Uses Generative AI (JLL GPT) to support and optimize tasks and initiatives.
• Responsible for technology onboarding for new hires and off-boarding for terminated employees.
• Documents case resolution and leverages existing documentation to ensure consistency.
• Maintains and updates documentation of processes for supported product(s) and workflows.
• Executes operational service benchmarks like response time, handle time, resolution time, and CSAT scores.
• Works with other product specialists to improve messaging and efficiency of resolution.
• Completes administrative requests in support of product support and partner teams.
• Trains users and technology partners in general use and features; contributes to training materials.

Skills

Documentation tools

Microsoft Office

Excel reporting

Azure DevOps

Jira

Salesforce

Advanced English

Real estate background

Tools

Confluence

ServiceNow

Jira

Job description

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