Product Specialist

2 weeks ago


Singapore JLL Full time

JLL supports the Whole You, personally and professionally.

**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)

Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL
- We’re JLL—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. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why 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. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.


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