Product Specialist - Singapore - JONES LANG LASALLE TECHNOLOGY SERVICES PTE. LTD.

JONES LANG LASALLE TECHNOLOGY SERVICES PTE. LTD.

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

Role Objective:

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 endusers
Maintains indepth expertise of supported product, including core functionality/basic nondev 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/handoffs, and case queue workflows
Continuously builds and maintains indepth 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 handoffs 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 enduser
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, problemsolving, 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