AI Product Specialist

4 days ago

Manila, National Capital Region, Philippines JLL Full time $40,000 - $80,000 per year

We are looking for a Product Specialist to join our Central AI team in the APAC region. In this role, you'll support users and clients with AI technology issues, maintain data integrity, and help improve our AI solutions. You'll gain valuable exposure to cutting-edge AI tools while supporting JLL's digital transformation. As part of our global team, you'll ensure our AI technology delivers consistent value through high-quality support, effective issue resolution, and documentation of best practices to enhance usability.

Description

  • Triages, manages, and responds as the first line of defense to support cases/chats/phone calls from users of supported product(s)
  • Manages and resolves escalations with technology partners, while maintaining a seamless experience for the end-user.
  • Documents case resolution and contributes to the AI knowledge base to ensure optimization of generative AI capabilities
  • Maintains documentation of processes including customer facing support process and workflows, product support workflows, UAT Testing workflows, system outage protocols, and communication templates.
  • Executes operational service benchmarks like response time, handle time, resolution time, and CSAT scores.
  • Works with other product specialists to actively improve messaging consistency and efficiency of resolution
  • Accountable for orchestration of training session logistics including scheduling, platform setup (e.g. Webex), leading focus groups to select panelists, attendee management, and supporting marketing communication.
  • Leads training in APAC for users and technology partners on AI tool basics and new features, and contributes to the development of training materials.
  • AI tool subject matter expert and point of contact across the APAC region.
  • Completes administrative requests in support of the engagement organization like updating the training calendar, creating user segments, and user administration.

People Skills

  • Commitment to Excellence in customer/user support [documented example or letter of recommendation required]
  • Excellent interpersonal, communication, problem-solving and organizational skills
  • Understands sense of urgency, upholds swift response times as required by the business(es)/function(s) being supported
  • Ability to work independently, unsupervised, and as a team player

Qualifications / Experience

  • Experience using generative AI tools to support and optimize support tasks and initiatives
  • Comfort with documentation tools or willingness to learn (Confluence, as an example)
  • Intermediate Knowledge of Microsoft suite (Office, Word, Excel, Outlook, Teams, Planner)
  • Basic knowledge of Excel reporting/querying large datasets; or willingness to learn
  • Willingness and ability to learn new or tangential technology products to supported product(s)
  • Knowledge of Azure devOps, Jira, ServiceNow, and Salesforce is preferred
  • Advanced English and secondary language fluency in speaking, reading, and writing is required
  • 2-4+ years of product support or real estate experience

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