Product Specialist Associate Role

hace 3 semanas


Madrid, Madrid, España Jones Lang Lasalle Incorporated A tiempo completo

About the Role:

Empowered to shape a brighter way, we are seeking a Product Specialist Associate to join our Leasing & Capital Markets Technology Group. As a key member of our team, you will support a specific product or group of related products, championing data integrity and participating in the improvement of our technology through our product delivery processes.

Key Responsibilities:

• Respond 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.
• 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 processes 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.

Requirements:

• 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.
• Demonstrable experience of product support or real estate experience; and/or experience in supported Leasing business line(s) or functions.
• Commercial Real Estate business experience is strongly preferred.
• People skills.
• Commitment to Excellence in customer/user support.
• 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.



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