Product Specialist

This is a fully remote position, open to applicants in Poland.

📋 Description

• Serve as the initial point of contact for support inquiries via cases, chats, and phone calls from users of supported products.

• Organize and oversee case workflows in service tools, incorporating feedback loops for feature pre-prioritization.

• Handle and resolve escalations in collaboration with technology partners while ensuring a seamless experience for end-users.

• Manage the technology onboarding process for new employees and the offboarding process for those who have been terminated.

• Record case resolutions and enhance the AI knowledge base.

• Maintain documentation for customer-facing support processes, product support workflows, UAT testing workflows, system outage protocols, and communication templates.

• Implement operational service benchmarks, including response time, handle time, resolution time, and CSAT scores.

• Enhance messaging consistency and resolution efficiency in collaboration with other product specialists.

• Fulfill administrative requests that support the product support organization and partner teams.

• Educate users and technology partners on general usage and features.

• Contribute to the development of training materials.

• Leverage generative AI, specifically JLL GPT, to assist and optimize organizational tasks and initiatives.

• Gain proficiency in prompt building and understand how agentic support agents and AI-powered automations are configured and utilized.

⛳️ Requirements

• Proficiency with documentation tools or a willingness to learn, such as Confluence.

• Intermediate skills in Microsoft Office applications, including Word, Excel, Outlook, Teams, and Planner.

• Basic understanding of Excel reporting and querying large datasets, or a willingness to learn.

• Practical experience with or eagerness to learn AI tools such as JLL GPT and other generative AI applications.

• Familiarity with basic prompt-building techniques.

• Openness and capability to learn new or related technology products.

• Preferred knowledge of Azure DevOps, Jira, ServiceNow, and Salesforce.

• Proficient in English, with fluency in a secondary language, both spoken and written.

• A minimum of 1 year in product support or real estate experience, and/or 1–2 years in supported Leasing business lines or functions.

• A documented example or letter of recommendation showcasing excellence in customer/user support is required.

• Strong interpersonal, communication, problem-solving, and organizational skills.

• Capability to work independently without supervision and as a collaborative team member.

🏝️ Benefits

• Familiarity with AI tools and workflows is considered advantageous.

• Opportunity to learn about new or related technology products.

• Chance to utilize and develop skills in generative AI, including JLL GPT and agentic support agents.

• Access to training materials and training opportunities for users and technology partners.

• Reasonable accommodations are available for individuals with disabilities.