Role Objective:
The Product Specialist supports the Product Operations team in driving specialized product expertise for strategic product(s) in our JLL/T Core Product organization. You will be responsible for providing product subject matter expertise, technology operations guidance, and business-facing support of a strategic product within Core, which encompasses JLL’s entire $18B business. The Product Specialist works in a strategic product to standardize quality of care, knowledge management, subject matter expertise, and bridging the user-facing experience across JLL/T stakeholders.
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
· Influences updates to business application best practices to enable continuous improvement, user experience consistency, and efficiency/accuracy in capturing relevant business data of supported business line(s)/function(s)
· 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)
