Product Specialist Associate

Jones Lang LaSalle Incorporated; Warszawa; On-site; PLN 108,000 - 156,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Warszawa, Poland, is seeking a Product Specialist Associate to support Leasing & Capital Markets Technology products. You will triage cases, manage workflows, and help improve AI-enabled processes while maintaining data integrity.

You will train users, document resolutions, and collaborate with technology partners to deliver timely, high-quality support for end-users and clients in a fast-paced real estate tech environment.

Qualifications

• Must have experience in product support or real estate domain.
• Strong documentation and communication skills required.
• Familiarity with AI tools and data workflows is a plus.
• Willingness to learn new technology products and tools.

Responsibilities

• Respond to first-line support cases and triage workflows.
• Manage escalations with technology partners to ensure timely resolutions.
• Onboard new hires and offboard terminated users.
• Document resolutions and contribute to AI knowledge base.
• Maintain process documentation and templates for support.
• Contribute to training materials and user education.
• Utilize AI tools to optimize tasks and automate processes.

Skills

Advanced English

Secondary language

Excel

Confluence

Jira

ServiceNow

Salesforce

Azure DevOps

AI tools

Prompt building

Tools

Jira

ServiceNow

Salesforce

Confluence

JLL GPT

Job description

JLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.Product Specialist AssociateAbout the roleThe 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 for a high quality of care, delivers consistent and effective issue resolution, and documents playbooks and best practices to improve the usability of our technology. As our operations continue to move towards greater AI enablement, familiarity with AI tools and workflows is an asset in this role.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-prioritizationManages 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 employeesDocuments case resolution and contributes to the AI knowledge base to ensure optimization of generative AI capabilitiesMaintains 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 resolutionCompletes administrative requests in support of the product support organization and partner teamsTrains 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 usedQualifications / ExperienceComfort with documentation tools or willingness to learn (Confluence, as an example)Intermediate knowledge of Microsoft suite (Office, Word, Excel, Outlook, Teams, and Planner)Basic knowledge of Excel reporting and querying of large datasets; or willingness to learnHands-on experience with, or willingness to learn, AI tools such as JLL GPT and other generative AI applications, including basic prompt-building techniquesWillingness and ability to learn new or tangential technology products related to supported product(s)Knowledge of Azure DevOps, Jira, ServiceNow, and Salesforce is preferredAdvanced English and secondary language fluency in speaking, reading, and writing is required1+ years of product support or real estate experience; and/or1-2 years of experience in supported Leasing business line(s) or functionsPeople skillsCommitment to excellence in customer/user support [documented example or letter of recommendation required]Excellent interpersonal, communication, problem-solving, and organizational skillsDemonstrates a sense of urgency, upholds swift response times as required by the business(es)/function(s) being supportedAbility to work independently, unsupervised, and as a team playerIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.About JLL –We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.