Product Specialist

The Product Specialist supports a specific product or group of related products within the Leasing & Capital Markets Technologies Group. They are responsible for providing product subject matter expertise to their technology partners, supporting users and clients for issue resolution directly, and participating in the improvement of our technology through our product delivery processes. The Product Specialist strives to a high quality of care, delivers consistent and effective issue resolution, and bridges the user experience across our technologies.

ROLES & RESPONSIBILITIES:

• Actively resolves user facing support cases/chats/phone calls of supported product(s)
• Manages and accelerates all back-end hand-offs and provides one seamless message/resolution touchpoint to end users and clients
• Documents case resolution and leverages existing documentation to ensure a consistent experience for end users
• Translates business requirements/feedback through the enhancement/defect process for technical team members informing the product delivery process, as required
• Creates and develops Generative AI prompts, specifically in JLL GPT, to enhance project delivery and drive efficiency across different areas of the organization
• Builds and provides input into internal training materials and user guides to ensure a consistent experience for end users; delivers end-to-end training for their product(s)
• Maintains in-depth expertise of supported product including core functionality, the product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners
• Executes UAT testing practices prior to business user testing to ensure a more stable experience for end users.
• Recommends updates to support best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data of supported user group
• Delivers against operational service benchmarks like response time, handle time, resolution time, and CSAT scores; while also impacting product metrics like adoption, NPS, and user engagement.
• Continuously builds and maintains in-depth knowledge management materials including product related business operations and processes, system integrations, and support workflows
• Executes escalation protocols in the back-end, while maintaining a seamless experience for the end-user
• Maintains knowledge of custom report development for ad hoc requests, auditing and verification of data
  
  

Human Skills

• Commitment to Excellence in customer service [documented example required]
• Excellent interpersonal, communication, problem-solving and organizational skills.
• Driven by sense of urgency, evidenced by swift response times to issues raised through resolution
• Ability to work independently, unsupervised, and as a team player
• Committed to continuous learning
  
  

Qualifications

• Intermediate to advanced knowledge of Microsoft office suite (Word, Excel, Outlook, Visio)
• Intermediate knowledge of Excel reporting/querying large datasets
• Willingness and ability to learn new or tangential technology products to supported product(s)
• Knowledge of Azure devOps, Jira, ServiceNow, and Salesforce is preferred
• Certification as a product admin preferred, where applicable
  
  

Education

• 1-2 years of product support experience; or
• 2 years of experience in supported business lines or functions; less accepted with an accompanied recommendation