Product Specialist, Oracle Eloqua

JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Description:

As a Product Specialist, you will be responsible for:
• Actively resolves user facing support cases/chats/phone calls of supported product(s) , expertise in Oracle Eloqua is a plus.
• 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.
• 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.

Estimated total compensation ran for this position is:

65,000.00 – 75,000.00 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location:

Remote –Los Angeles, CA, Sacramento, CA, San Diego, CA, San Francisco, CA

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

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. Some of these benefits may include:

• 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

• Flexible and Remote Work Arrangements may be available

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