Product Specialist — User-Centric Tech Support

Jones Lang LaSalle SSC (Philippines), Inc. (JLLSPI); Makati; On-site; PHP 420,000 - 720,000; Full time

Job summary

Jones Lang LaSalle (JLL) in Makati, Philippines seeks a Product Specialist to provide expert product support across multiple applications. You will resolve user issues, investigate root causes, and coordinate seamless hand-offs to internal teams.

You will also create training materials, develop AI prompts for project delivery, and contribute to knowledge management and end-user education. The role requires 3+ years in product support, experience in large cross-functional settings, and a strong

Qualifications

• 3+ years of product support experience in large, regional environments.
• Experience supporting enterprise applications and multi-market users.
• Demonstrated commitment to customer excellence with measurable results.
• Ability to translate business needs into product feedback for delivery teams.
• Familiarity with creating and updating knowledge materials and user guides.
• Willingness to work across time zones and weekends during releases.

Responsibilities

• Actively resolve user-facing support cases, chats, and calls for supported products.
• Investigate and troubleshoot issues to establish root cause.
• Coordinate back-end hand-offs and provide a seamless resolution touchpoint for users and clients.
• Document case resolutions and leverage documentation for consistent user experience.
• Translate business requirements for the enhancement/defect process and inform delivery.
• Create Generative AI prompts to improve project delivery and efficiency.
• Develop training materials and user guides; deliver end-to-end product training.
• Maintain deep knowledge of supported products including roadmap and release cycles.
• Perform UAT testing prior to business user testing to ensure stability.
• Suggest updates to support best practices and data capture for end users.
• Monitor service benchmarks (response, handle, resolution times; CSAT) and product metrics.
• Build and maintain knowledge management materials and support workflows.
• Handle escalations back-end while ensuring a smooth end-user experience.
• Maintain knowledge of custom report development for ad hoc requests.
• Support users across multiple locations and on weekends during releases.

Skills

Product support

Cross-functional

Customer focus

Communication

Problem solving

Job description

Jones Lang LaSalle (JLL) in Makati, Philippines seeks a Product Specialist to provide expert product support across multiple applications. You will resolve user issues, investigate root causes, and coordinate seamless hand-offs to internal teams.

You will also create training materials, develop AI prompts for project delivery, and contribute to knowledge management and end-user education. The role requires 3+ years in product support, experience in large cross-functional settings, and a strong