Product Specialist

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🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $65k - $95k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🪄 Product Specialist

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

We provide commercial real estate services for corporations and investors across the globe that save money, increase productivity and improve sustainability.

📋 Description

• Serves as a primary point of contact for user support across supported products; manages investigations and back-end hand-offs to deliver one seamless resolution experience • Performs defect reproduction and root cause analysis across product and AI-specific failure modes including response degradation and retrieval failures; escalates with documented reproduction steps and interaction logs • Understands and executes outage protocols; monitors integration touchpoints and escalates unexpected system behaviors following established protocols • Delivers against support SLAs (CSAT, escalation rate, NPS) while owning AI output quality through knowledge management coverage and response accuracy standards • Orchestrates AI-powered workflows across supported products to accelerate case diagnosis, response drafting, and documentation • Builds agentic support agents and AI-powered automations; maintains a living prompt library and supports users configuring citizen AI workflows • Participates in UAT cycles with a focus on real-world usability, edge cases, and AI interaction quality • Acts as a frontline champion for AI adoption, supporting engagement communities to drive real value across Leasing • Owns AI output quality within their product scope — maintaining knowledge management content to AI-ready standards, auditing AI-generated responses against source content, and remediating gaps through structured content updates • Builds and maintains product playbooks, user guides, and self-service resources; keeps documentation current as products and tooling evolve • Maintains in-depth product expertise across common cases, support workflows, core functionality, product roadmap, release cycles, and outage protocols • Translates user feedback and support patterns into enhancement requests and defect reports for Product and Engineering teams — recognizing what generates tickets, not just closing them • Recommends updates to support best practices to enable continuous improvement, user experience consistency, and accuracy in capturing relevant business data • Supports custom reporting and data verification for ad hoc stakeholder requests

🎯 Requirements

• 2–4 years in product support, property technology, leasing operations, and/or a closely related role — a combination works • Customer-first orientation with documented examples of high-quality support delivery • Hands-on experience with AI tools, including prompt building and AI-assisted workflows • Clear, confident communication skills with ability to translate between technical and non-technical audiences at all levels • Self-directed and organized; comfortable managing competing priorities in a fast-moving environment • Knowledge of product and case management tooling (Azure DevOps, Jira, ServiceNow, and Salesforce) • Experience navigating cross-functional stakeholders • Pattern recognition instincts — ability to notice what’s generating tickets, not just close them • Enthusiasm about AI and commitment to continuous learning as tooling evolves • Experience maintaining prompt libraries and AI-assisted workflows • Familiarity with product metrics including adoption, sentiment, and engagement alongside support SLAs

🏖️ Benefits

• 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 • Early access to earned wages through Daily Pay