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, directly supporting users and clients for issue resolution, and participating in the improvement of our technology through our product delivery processes. The Product Specialist strives for a high quality of care, delivers consistent and effective issue resolution, and bridges the user experience across our technologies., As a Product Specialist, you will be responsible for:

• 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



• Provides training on product features by request



• Provides input into internal training materials and user guides to ensure a consistent experience for end users



• 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



• Influences updates to support best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data of supported user group



• Continuously builds and maintains in-depth knowledge management materials, including product-related business operations and processes, system integrations, and support workflows



• Translates business requirements/feedback through the enhancement/defect process for technical team members informing the product delivery process, as required



• 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
  
  1+ years of product support or real estate experience



• 2+ years of experience in supported business lines or functions; less accepted with an accompanying recommendation



• Intermediate to advanced knowledge of Microsoft Office suite (Word, Excel, Outlook, Visio)



• Basic knowledge in SQL/SOQL for querying large datasets; or willingness to learn



• Willingness and ability to learn new or tangential technology products to supported product(s) (i.e. Tableau CRM)



• Knowledge of Azure DevOps, ServiceCloud, and Salesforce is preferred



• Certification as a product admin preferred, where applicable


Soft Skills


• Commitment to Excellence in customer service [documented example required]



• Excellent interpersonal, communication, problem-solving, and organizational skills.



• Driven by a 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
  
  Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.