Product Specialist Associate

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