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Associate Product Specialist
Jones Lang LaSalle Americas, Inc.. Responds as the first line of defense to support cases/chats/phone calls from users of supported product(s).
Tech Stack
Tools & technologiesAzureServiceNow
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
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
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