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Product Specialist

hace 1 mes

Madrid, Madrid, España Jll A tiempo completo

About the Role:

A Product Specialist at JLL supports a specific product or group of related products within the Leasing & Capital Markets Technologies Group.

They provide product subject matter expertise and support insights to technology partners, directly supporting users and clients for issue resolution, and participating in the improvement of our technology through our product delivery processes.

The Product Specialist strives to deliver a high quality of care, consistent and effective issue resolution, and removes frictions from the user experience across our technologies.

Key Responsibilities:

  • Actively resolves user-facing support cases, chats, and phone calls of supported products.
  • Manages and accelerates all back-end hand-offs and provides one seamless message/resolution touchpoint to end users and clients.
  • Documents case resolution and leverages existing documentation to ensure a consistent experience for end users.
  • Translates business requirements/feedback through the enhancement/defect process for technical team members informing the product delivery process, as required.
  • Creates and develops Generative AI prompts, specifically in JLL GPT, to enhance project delivery and drive efficiency across different areas of the organization.
  • Builds and provides input into internal training materials and user guides to ensure a consistent experience for end users; delivers end-to-end training for their product(s).
  • Maintains 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.
  • Executes UAT testing practices prior to business user testing to ensure a more stable experience for end users.
  • Recommends updates to support best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data of supported user group.
  • Delivers 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.
  • Continuously builds and maintains in-depth knowledge management materials including product related business operations and processes, system integrations, and support workflows.
  • Identifies and prioritizes continuous improvement initiatives in collaboration with peers to drive enhancements within the organization.
  • Executes escalation protocols in the back-end, while maintaining a seamless experience for the end-user.
  • Maintains knowledge of custom report development for ad hoc requests, auditing and verification of data.

Requirements:

  • Commitment to Excellence in customer/user support (documented example required).
  • Excellent interpersonal, communication, problem-solving and organizational skills.
  • Driven by sense of urgency, evidenced by swift response times to issues raised through resolution.
  • Ability to work independently, unsupervised, and as a team player.
  • Advanced English and secondary language fluency in speaking, reading, and writing is required.
  • Committed to continuous learning.
  • 1-2+ years of product support experience; or 2+ years of experience in supported business lines or functions; less accepted with an accompanied recommendation.
  • Commercial Real Estate business experience is strongly preferred.

About JLL:

JLL is 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.

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.