Product Specialist Associate

hace 6 días

Madrid, España Jones Lang Lasalle Incorporated A tiempo completo

.Product Specialist Associate JLL empowers you to shape a brighter way .Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.JLL es una empresa comprometida con la igualdad de oportunidades entre hombres y mujeres / JLL as a company is committed to equal opportunities for men and women.About the roleThe 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 to a high quality of care, delivers consistent and effective issue resolution, and documents playbooks and best practices to improve the usability of our technology.DescriptionAs 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-prioritizationShepherds the workflow of escalations with the technology teams, while maintaining a seamless experience for the end-userUtilizes Generative AI, specifically JLL GPT, to support and optimize specific tasks and initiatives within the organizationResponsible for technology on-boarding for new hires and off-boarding for terminated employeesDocuments case resolution and leverages existing documentation to ensure a consistent experience for end usersOrganizes, 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 resolutionCompletes administrative requests in support of the product support organization and partner teamsTrains users and technology partners in general use and features, as requested. Contributes to training materials

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