Product Support Specialist — Leasing & Capital Markets

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

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.