Product Specialist - Singapore - JLL

JLL

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

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Description

JLL supports the Whole You, personally and professionally.

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

Undergraduate degree in a business or technology related field (i.e. Finance, Real Estate, Application Support, Data)

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.

About JLL

We're JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future.

And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.