Product Specialist Associate

hace 1 semana


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

About the Role

The 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.

Key Responsibilities

• Responds as the first line of defense to support cases/chats/phone calls from users of supported product(s)
• Triage 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 process and workflows, end-to-end product support workflows, UAT Testing workflows, Enhancement/Defect prioritization workflows, system outage protocols, and comms 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



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