Product Specialist

Jones Lang LaSalle Americas, Inc.

Product Specialist supporting proprietary leasing platforms and AI tools for JLL's Leasing Technologies Group. Delivering user support and managing AI adoption efforts across the leasing business.

Posted 7/15/2026full-timeRemote • Illinois • 🇺🇸 United StatesJuniorMid-Level💰 $65,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in AI tools and workflows, ensuring high-quality user support and effective communication across technical and non-technical audiences. Maintains product knowledge and documentation while driving continuous improvement in support processes and user experience.

Highest-signal resume keywords

AI Tools ExperienceProduct Support ExpertiseCustomer-First OrientationClear Communication SkillsKnowledge of Product Management Tooling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Defect ReproductionRoot Cause AnalysisAI Output Quality ManagementPrompt BuildingData Verification

Soft Skills

Self-DirectedOrganizedPattern RecognitionEnthusiasm for AIAbility to Manage Competing Priorities

Tools & Technologies

Azure DevOpsJiraServiceNowSalesforce

Industry Keywords

Product SupportProperty TechnologyLeasing OperationsUser Acceptance TestingSupport SLAs

Tech Stack

Tools & technologies

AzureServiceNow

About the role

Key responsibilities & impact

Serves as a primary point of contact for user support across supported products; manages investigations and back-end hand-offs to deliver one seamless resolution experience
Performs defect reproduction and root cause analysis across product and AI-specific failure modes including response degradation and retrieval failures; escalates with documented reproduction steps and interaction logs
Understands and executes outage protocols; monitors integration touchpoints and escalates unexpected system behaviors following established protocols
Delivers against support SLAs (CSAT, escalation rate, NPS) while owning AI output quality through knowledge management coverage and response accuracy standards
Orchestrates AI-powered workflows across supported products to accelerate case diagnosis, response drafting, and documentation
Builds agentic support agents and AI-powered automations; maintains a living prompt library and supports users configuring citizen AI workflows
Participates in UAT cycles with a focus on real-world usability, edge cases, and AI interaction quality
Acts as a frontline champion for AI adoption, supporting engagement communities to drive real value across Leasing
Owns AI output quality within their product scope — maintaining knowledge management content to AI-ready standards, auditing AI-generated responses against source content, and remediating gaps through structured content updates
Builds and maintains product playbooks, user guides, and self-service resources; keeps documentation current as products and tooling evolve
Maintains in-depth product expertise across common cases, support workflows, core functionality, product roadmap, release cycles, and outage protocols
Translates user feedback and support patterns into enhancement requests and defect reports for Product and Engineering teams — recognizing what generates tickets, not just closing them
Recommends updates to support best practices to enable continuous improvement, user experience consistency, and accuracy in capturing relevant business data
Supports custom reporting and data verification for ad hoc stakeholder requests

Requirements

What you’ll need

2–4 years in product support, property technology, leasing operations, and/or a closely related role — a combination works
Customer-first orientation with documented examples of high-quality support delivery
Hands-on experience with AI tools, including prompt building and AI-assisted workflows
Clear, confident communication skills with ability to translate between technical and non-technical audiences at all levels
Self-directed and organized; comfortable managing competing priorities in a fast-moving environment
Knowledge of product and case management tooling (Azure DevOps, Jira, ServiceNow, and Salesforce)
Experience navigating cross-functional stakeholders
Pattern recognition instincts — ability to notice what’s generating tickets, not just close them
Enthusiasm about AI and commitment to continuous learning as tooling evolves
Experience maintaining prompt libraries and AI-assisted workflows
Familiarity with product metrics including adoption, sentiment, and engagement alongside support SLAs

Benefits

Comp & perks

401(k) plan with matching company contributions
Comprehensive Medical, Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
Early access to earned wages through Daily Pay