Product Specialist Associate

The Product Specialist Associate supports a specific product or group of related products within the Leasing & Capital Markets Technology Group. They are responsible for supporting users and clients for issue resolution directly, championing data integrity, and participating in the improvement of our technology through our product delivery processes. The Product Specialist Associate strives for a high quality of care, delivers consistent and effective issue resolution, and documents playbooks and best practices to improve the usability of our technology. As our operations continue to move towards greater AI enablement, familiarity with AI tools and workflows is an asset in this role.

Description — as a Product Specialist Associate, you will be responsible for:

• 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 our service tools, including feedback loops for feature pre-prioritization
• Manages and resolves escalations with technology partners, while maintaining a seamless experience for the end-user.
• Handles technology on-boarding for new hires and off-boarding for terminated employees
• Documents case resolution and contributes to the AI knowledge base to ensure optimization of generative AI capabilities
• Maintains documentation of processes including customer-facing support processes and workflows, product support workflows, UAT Testing workflows, system outage protocols, and communication 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.
• Utilizes generative AI, specifically JLL GPT, to support and optimize specific tasks and initiatives within the organization, building familiarity with prompt building and showing interest in learning how agentic support agents and AI-powered automations are configured and used

• Comfort with documentation tools or willingness to learn (Confluence, as an example)
• Intermediate knowledge of Microsoft suite (Office, Word, Excel, Outlook, Teams, and Planner)
• Basic knowledge of Excel reporting and querying of large datasets; or willingness to learn
• Hands-on experience with, or willingness to learn, AI tools such as JLL GPT and other generative AI applications, including basic prompt-building techniques
• Willingness and ability to learn new or tangential technology products related 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
• Demonstrates a 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