AI-Driven Product Support Specialist

JLL; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Job summary

JLL is seeking a Product Specialist Associate to support specific product areas within Leasing & Capital Markets Technology. You will handle first-line support, triage cases, and manage escalations while contributing to AI knowledge bases and process documentation.

You will onboard/offboard users, train partners, and help optimize AI-enabled workflows with JLL GPT. Fluency in Advanced English and real estate experience are valued for success in this role.

Qualifications

• Comfort with documentation tools or willingness to learn (Confluence)
• Intermediate knowledge of Microsoft suite (Office, Word, Excel, Outlook, Teams, Planner)
• Basic knowledge of Excel reporting and querying of large datasets; or willingness to learn
• Hands-on experience with, or willingness to learn, AI tools such as JLL GPT and other generative AI applications
• Willingness and ability to learn new or tangential technology products related 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

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 our service tools, including feedback loops for feature pre-prioritization
• Manages and resolves escalations with technology partners, while maintaining a seamless experience for the end-user.
• Handles technology on-boarding for new hires and off-boarding for terminated employees
• Documents case resolution and contributes to the AI knowledge base to ensure optimization of generative AI capabilities
• Maintains documentation of processes including customer-facing support processes and workflows, product support workflows, UAT Testing workflows, system outage protocols, and communication 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.
• Utilizes generative AI, specifically JLL GPT, to support and optimize specific tasks and initiatives within the organization, building familiarity with prompt building and showing interest in learning how agentic support agents and AI-powered automations are configured and used

Skills

Confluence

Microsoft Office

Excel

Jira

ServiceNow

Salesforce

JLL GPT

Advanced English

Product support experience

Tools

Azure DevOps

Job description

JLL is seeking a Product Specialist Associate to support specific product areas within Leasing & Capital Markets Technology. You will handle first-line support, triage cases, and manage escalations while contributing to AI knowledge bases and process documentation.

You will onboard/offboard users, train partners, and help optimize AI-enabled workflows with JLL GPT. Fluency in Advanced English and real estate experience are valued for success in this role.