Jones Lang LaSalle Americas, Inc.

AI Product Specialist

Jones Lang LaSalle Americas, Inc.

full-time

Posted on:

Origin:  • 🇵🇭 Philippines

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Job Level

JuniorMid-Level

Tech Stack

AzureServiceNowSwift

About the role

  • Support users and clients with AI technology issues, maintain data integrity, and help improve AI solutions
  • Triage, manage, and respond as the first line of defense to support cases/chats/phone calls
  • Manage and resolve escalations with technology partners while maintaining seamless end-user experience
  • Document case resolution and contribute to the AI knowledge base to optimize generative AI capabilities
  • Maintain documentation of processes: customer-facing support process and workflows, product support workflows, UAT testing workflows, outage protocols, communication templates
  • Execute operational service benchmarks (response time, handle time, resolution time, CSAT)
  • Improve messaging consistency and resolution efficiency with other product specialists
  • Orchestrate training session logistics (scheduling, platform setup, panelist selection, attendee management, marketing communication)
  • Lead APAC training for users and technology partners; contribute to development of training materials
  • Serve as AI tool subject matter expert and regional point of contact across APAC
  • Complete administrative requests: update training calendar, create user segments, user administration

Requirements

  • 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
  • Experience using generative AI tools to support and optimize support tasks and initiatives
  • 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
  • 2-4+ years of product support or real estate experience