JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
ROLE SCOPE
The Product Specialist Associate, Leasing 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 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
Shepherds the workflow of escalations with the technology teams, while maintaining a seamless experience for the end-user
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.
PEOPLE SKILLS
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
QUALIFICATIONS
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
EXPERIENCE
1+ years of product support or real estate experience; and/or
1-2 years of experience in supported Leasing business line(s) or functions
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.