Associate Product Specialist

JLL supports the Whole You, personally and professionally.

**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

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.