JLL empowers you to shape a brighter way.
Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world-class services, advisory, and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers, and find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades, or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
JLL as a company is committed to equal opportunities for men and women.
ROLE SCOPE
About the role: A Product Specialist supports a specific product or group of related products within the Leasing & Capital Markets Technologies Group. They are responsible for providing product subject matter expertise and support insights to their technology partners, directly supporting users and clients for issue resolution, and participating in the improvement of our technology through our product delivery processes. The Product Specialist strives for high quality of care, delivers consistent and effective issue resolution, and removes frictions from the user experience across our technologies.
As a Product Specialist you will be responsible for:
Actively resolving user-facing support cases/chats/phone calls of supported product(s).Managing and accelerating all back-end hand-offs and providing one seamless message/resolution touchpoint to end users and clients.Documenting case resolution and leveraging existing documentation to ensure a consistent experience for end users.Translating business requirements/feedback through the enhancement/defect process for technical team members informing the product delivery process, as required.Creating and developing Generative AI prompts, specifically in JLL GPT, to enhance project delivery and drive efficiency across different areas of the organization.Building and providing input into internal training materials and user guides to ensure a consistent experience for end users; delivering end-to-end training for their product(s).Maintaining in-depth expertise of supported product including core functionality, the product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners.Executing UAT testing practices prior to business user testing to ensure a more stable experience for end users.Recommending updates to support best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data of supported user group.Delivering against operational service benchmarks like response time, handle time, resolution time, and CSAT scores; while also impacting product metrics like adoption, NPS, and user engagement.Continuously building and maintaining in-depth knowledge management materials including product-related business operations and processes, system integrations, and support workflows.Identifying and prioritizing continuous improvement initiatives in collaboration with peers to drive enhancements within the organization.Executing escalation protocols in the back-end while maintaining a seamless experience for the end-user.Maintaining knowledge of custom report development for ad hoc requests, auditing, and verification of data. Qualifications / Experience Commitment to Excellence in customer/user support [documented example required].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.Advanced English and secondary language fluency in speaking, reading, and writing is required.Committed to continuous learning.1-2+ years of product support experience; or2+ years of experience in supported business lines or functions; less accepted with an accompanied recommendation.Commercial Real Estate business experience is strongly preferred. Location:
Remote – Madrid, ESP
If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements. We're interested in getting to know you and what you bring to the table!
#J-18808-Ljbffr