Associate Product Specialist

7 days ago

Singapore JONES LANG LASALLE TECHNOLOGY SERVICES PTE. LTD. Full time

Role Objective:
WHAT THIS ROLE INVOLVES

As a Product Specialist, Associate you will be responsible for:

- Organizes, updates, and maintains documentation of processes supporting Leasing or Capital Markets Technology Group Products, 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.
- Responds as the first line of defense to support cases/chats/phone calls from users of supported product(s)
- Shepherds the workflow of escalations with the technology teams, while maintaining a seamless experience for the end-user
- 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
- Works with other product/portfolio specialists to actively improve messaging consistency and efficiency of resolution
- Champions data integrity, monitors user-facing data quality issues and works closely with Data Management team to resolve, communicates back to the end user
- Completes ad hoc administrative requests in support of the product and portfolio specialist teams
- Able to train users 1:1 and support technology partners on demand

Soft Skills
- Commitment to Excellence in customer support [documented example or letter of recommendation required]
- Excellent interpersonal, communication, problem-solving and organizational skills
- Understands sense of urgency, and upholds swift response times as required by the business(es)/function(s) being supported
- Ability to work independently, unsupervised, and as a team player

QUALIFICATIONS
- Comfort with documentation tools or willingness to learn (Confluence, as an example)
- Intermediate Knowledge of Microsoft Office (Word, Excel, Outlook)
- Basic knowledge in SQL/SOQL for 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 and ServiceCloud is preferred

Education
- Undergraduate degree in a related field (Finance, Real Estate, Data, Product, Customer Service/Success) or equivalent job/industry experience
- Customer support experience preferred
- Experience in supported business lines or functions preferred

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