Product Specialist

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A Product Specialist supports a specific product or group of related products within the 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 directly and participating in the improvement of our technology through our product delivery processes. The Product Specialist strives to a high

quality of care delivers consistent and effective issue resolution and removes frictions from the user experience across our technologies.

Actively resolves user facing support cases/chats/phone calls of supported product(s)

Manages and accelerates all back-end hand-offs and provides one seamless message/resolution touchpoint to

end users and clients

Documents case resolution and leverages existing documentation to ensure a consistent experience for end

users

Translates business requirements/feedback through the enhancement/defect process for technical team

members informing the product delivery process as required

Creates and develops Generative AI prompts specifically in JLL GPT to enhance project delivery and drive

efficiency across different areas of the organization

Builds and provides input into internal training materials and user guides to ensure a consistent experience for

end users; delivers end-to-end training for their product(s)

Maintains 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

Executes UAT testing practices prior to business user testing to ensure a more stable experience for end

users.

Recommends updates to support best practices to enable continuous improvement user experience

consistency and efficiency/accuracy in capturing relevant business data of supported user group

Delivers 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 builds and maintains in-depth knowledge management materials including product related

business operations and processes system integrations and support workflows

Executes escalation protocols in the back-end while maintaining a seamless experience for the end-user

Maintains knowledge of custom report development for ad hoc requests auditing and verification of data

Qualifications / Experience:

Commitment to Excellence in customer/user support

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

Committed to continuous learning

1-2 years of product support experience; or

2 years of experience in supported business lines or functions; less accepted with an

accompanied recommendation

This position requires availability during US business hours (EST/PST).

Position requires real-time collaboration with US colleagues during standard business hours.

Location:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

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