Product Specialist
hace 2 días
JLL supports the Whole You, personally and professionally.
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 About the role:
A Product Specialist supports a specific product or group of related products within the Leasing & Capital Markets Technologies Group.
They are responsible for providing product subject matter expertise and support insights to their technology partners, directly supporting users and clients for issue resolution directly, and participating in the improvement of our technology through our product delivery processes.
The Product Specialist strives to a high quality of care, delivers consistent and effective issue resolution, and removes frictions from the user experience across our technologies.
As a Product Specialist, you will be responsible for:
- Actively resolving user-facing support cases/chats/phone calls of supported product(s).
- Managing and accelerating all back-end hand-offs and providing one seamless message/resolution touchpoint to end users and clients.
- Documenting case resolution and leveraging existing documentation to ensure a consistent experience for end users.
- Translating business requirements/feedback through the enhancement/defect process for technical team members informing the product delivery process, as required.
- Creating and developing Generative AI prompts, specifically in JLL GPT, to enhance project delivery and drive efficiency across different areas of the organization.
- Building and providing input into internal training materials and user guides to ensure a consistent experience for end users; delivering end-to-end training for their product(s).
- Maintaining in-depth expertise of supported product including core functionality, the product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners.
- Executing UAT testing practices prior to business user testing to ensure a more stable experience for end users.
- Recommending updates to support best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data of supported user group.
- Delivering against operational service benchmarks like response time, handle time, resolution time, and CSAT scores; while also impacting product metrics like adoption, NPS, and user engagement.
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