at Jones Lang LaSalle in Chicago, Illinois, United States
Job Description
ROLE SCOPE
The Product Specialist Associate, Leasing 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 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
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.
PEOPLE SKILLS
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
QUALIFICATIONS
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
EXPERIENCE
1+ years of product support or real estate experience; and/or
1-2 years of experience in supported Leasing business line(s) or functions
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
