Product Specialist Associate

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 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.   

As a Product Specialist Associate, you will be responsible for:

• Responds as the first line of defense to support cases/chats/phone calls from users of supported product(s)

• Triages and manages case workflows in our service tools, including feedback loops for feature pre-prioritization

• Shepherds the workflow of escalations with the technology teams, while maintaining a seamless experience for the end-user

• Utilizes Generative AI, specifically JLL GPT, to support and optimize specific tasks and initiatives within the organization

• 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

• Organizes, updates, and maintains documentation of processes for supported product(s), including user facing support process and workflows, end-to-end product support workflows, UAT Testing workflows, Enhancement/Defect prioritization workflows, system outage protocols, and comm templates.

• Executes operational service benchmarks like response time, handle time, resolution time, and CSAT scores.

• Works with other product specialists to actively improve messaging consistency and efficiency of resolution

• Completes administrative requests in support of the product support organization and partner teams

• Trains users and technology partners in general use and features, as requested. Contributes to training materials.

Qualifications / Experience

• Comfort with documentation tools or willingness to learn (Confluence, as an example)

• Intermediate Knowledge of Microsoft suite (Office, Word, Excel, Outlook, Teams, Planner)

• Basic knowledge of Excel reporting/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, ServiceNow, and Salesforce is preferred

• Advanced English and secondary language fluency in speaking, reading, and writing is required

• 1+ years of product support or real estate experience; and/or

• 1-2 years of experience in supported Capital Markets business line(s) or functions

Soft Skills

• Commitment to Excellence in customer/user support [documented example or letter of recommendation required]

• Excellent interpersonal, communication, problem-solving and organizational skills

• Understands sense of urgency, upholds swift response times as required by the business(es)/function(s) being supported

• Ability to work independently, unsupervised, and as a team player

Estimated total compensation for this position:

48,500.00 – 65,000.00 USD per year

The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data .

Location:

Remote –Chicago, IL

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary 

• Paid Time Off and Company Holidays

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. 

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

California Residents only

If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.