Associate Product Specialist

Jones Lang LaSalle Americas, Inc.

Associate Product Specialist in real estate technology, managing product support and user training while ensuring data integrity. Handling user inquiries, documentation, and administrative tasks for better tech usability.

Posted 5/15/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AzureServiceNow

About the role

Key responsibilities & impact

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 service tools, including feedback loops for feature preprioritization.
Shepherds the workflow of escalations with 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.

Requirements

What you’ll need

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
Commitment to Excellence in customer/user support [documented example or letter of recommendation required]
Excellent interpersonal, communication, problem-solving and organizational skills.
Ability to work independently, unsupervised, and as a team player.

Benefits

Comp & perks

JLL empowers you to shape a brighter way
Personal development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Generative AIUAT TestingExcel reportingquerying large datasetsdocumentationcase resolutionoperational service benchmarksfeature prioritizationtraining materialsproduct support

Soft Skills

interpersonal skillscommunication skillsproblem-solving skillsorganizational skillsability to work independentlyteam playercommitment to excellencewillingness to learncustomer supportadministrative support