JLL empowers you to shape a brighter way.

Our people at JLL 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 to 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.

About the role:

The Associate Product Specialist supports the Leasing and Capital Markets Technology Group in driving high-quality product support across business lines. You will be responsible for supporting the product experts that work with Leasing and Capital Markets end users and internal JLLT stakeholders, which encompasses JLL’s entire $18B business. The Associate Product Specialist supports our entire team of product and portfolio specialists to standardize the quality of business-facing care, user onboarding, and full end-to-end subject matter expertise across supported products, helping us to bridge the experience across other functions in JLLT.

Responsibilities:

• 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.
• Audits and maintains business application best practices to ensure efficiency and accuracy in the capture of relevant business line data of the business line(s) or function(s) supported
• 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 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 Service Cloud 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

Location:

Remote –Ciudad de Mexico,MEX

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!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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