Associate Product Specialist

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Requirements:

• 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

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 preprioritization.
• 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.