Product Specialist

2 weeks ago

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

Role Objective:
WHAT THIS ROLE INVOLVES

As a Product Specialist, you will be responsible for:

- Actively resolves an assigned queue of user-facing support cases/chats/phone calls of supported product(s); additionally, manages all back-end hand-offs and provides one seamless message/resolution touchpoint to the end-user
- Provides training on product features as requested by end-users
- Maintains in-depth expertise of supported product, including core functionality/basic non-dev system admin functions of product, an understanding of product roadmap, delivery, and release cycles, UAT testing protocols (product dependent), outage and communication protocols, engineering and change management touchpoints/hand-offs, and case queue workflows
- Continuously builds and maintains in-depth knowledge of how business functions, processes, system integrations, and workflows align to the use of supported Core Products
- Responsible for turning processes into action, accelerates hand-offs between product stakeholders to resolve issues
- Translates business requirements/feedback through the enhancement/defect process for technical team members informing the product delivery process, as required
- Shepherds escalation protocols in back end, while maintaining a seamless experience for the end-user
- Responsible for providing input and insight into internal training materials and user guides to ensure a consistent experience for end users
- Documents case resolution and leverages existing documentation to ensure a consistent experience for end users
- Intermediate knowledge of custom report development for ad hoc requests, auditing, and verification of data
- Works with other product specialists to actively improve messaging consistency and efficiency of issue resolution
- Completes any and all other duties and tasks assigned

Soft Skills
- Commitment to Excellence in customer service [documented example and letter of recommendation required]; going the extra mile is standard
- 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

QUALIFICATIONS
- Intermediate to advanced knowledge of Microsoft Office suite (Word, Excel, Outlook, Visio)
- 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) (i.e. Tableau CRM)
- Knowledge of Azure devOps, ServiceNow, and Salesforce is preferred
- Certification as a product admin is preferred where applicable

Education
- Undergraduate degree in a business or technology related field (i.e. Finance, Real Estate, Application Support, Data)

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