JLL empowers you to shape a brighter way. Our people at JLL 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. A Product Specialist supports a specific product or group of related products within the Capital Markets Technologies Group. They are responsible for providing product subject matter expertise and support insights to their technology partners, directly supporting users and clients for issue resolution directly, and participating in the improvement of our technology through our product delivery processes. The Product Specialist strives to a high quality of care, delivers consistent and effective issue resolution, and removes frictions from the user experience across our technologies. Actively resolves user facing support cases/chats/phone calls of supported product(s) • 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 • Creates and develops Generative AI prompts, specifically in JLL GPT, to enhance project delivery and drive efficiency across different areas of the organization • 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; or • 2+ years of experience in supported business lines or functions; less accepted with an accompanied recommendation This position requires availability during US business hours (EST/PST). Position requires real-time collaboration with US colleagues during standard business hours. Location: Remote –Ciudad de Mexico,MEX If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table! At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country. For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here. Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

• Deliver timely, accurate support that helps ensure care is not disrupted • Respond to customer product inquiries, issues, or malfunctions via telephone and chat sessions, with phone support as the primary channel • Troubleshoot customer concerns and issues raised during training, product use, or product malfunctions, as well as software applications, and recommend appropriate corrective actions • Document customer interactions, troubleshooting steps, and recurring product issues clearly and accurately to support product quality initiatives and product development efforts • Utilize internal knowledge bases and collaborate with teammates through chat and escalation channels to resolve complex issues • Escalate unresolved or advanced technical issues to team leads or senior support resources as needed

Only direct applicants will be considered. Staffing agencies and recruiter submissions will not be accepted. About 360 Management LLC: At 360 Management LLC, we believe in delivering excellence through innovation, dedication, and people-first values. With a strong commitment to supporting our clients’ missions, we specialize in providing administrative and operational solutions that make a measurable impact. We are a team driven by integrity, collaboration, and accountability. Our work in the healthcare and enrollment services industries reflects our passion for helping people access the resources they need. By joining 360 Management LLC, you become part of a community that values growth, professional development, and supporting employees in achieving their career goals. Our mission is simple: to create opportunities, enhance efficiency, and build trust with every client and employee relationship. If you’re looking to join a fast-growing, mission-driven company where your work makes a difference, 360 Management LLC is the place for you. Employment at 360 Management LLC is limited to individuals who are U.S. citizens or who are otherwise fully authorized to work in the United States without the need for current or future employment sponsorship. All applicants must be at least 18 years of age at the time of hire. Job Title: Customer Service Representative Location: Remote (Must live in Pennsylvania) Department: Pennsylvania Independent Enrollment Broker Work Hours: 9:30 am – 6:00 pm, Monday-Friday Training: 8:30 am – 5:00 pm for 2 weeks About the Role: The Customer Service Representative supports the Pennsylvania Independent Enrollment Broker (PA IEB) program under Maximus operations. This position helps seniors and individuals with disabilities access Home and Community-Based Services (HCBS) through Medicaid waiver programs by providing clear information, eligibility screenings, and guidance to ensure individuals can remain independent in their homes and communities. Responsibilities and Impact: As a Customer Service Representative, you will: - Serve as the first point of contact for applicants, families, and providers via phone and email. - Provide accurate information about waiver programs and conduct eligibility screenings. - Schedule intake appointments and connect applicants to appropriate enrollment brokers. - Document applicant interactions and maintain detailed records using internal system. - Respond to inquiries and escalated complex issues when necessary. - Demonstrate confidentiality and sensitivity when addressing applicant needs. - Collaborate with supervisors and team members to continuously improve service delivery. - Meet established performance, accuracy, and attendance standards. These responsibilities are not exhaustive; additional tasks may be assigned. Minimum Qualifications: - High School diploma or GED equivalent. - Prior call center or customer service experience. - Proficiency in multitasking across multiple computer programs. - Strong verbal communication skills and professional phone etiquette. - Ability to learn client-approved scripts and apply them consistently. - Basic computer/software skills (email, video conferencing, documentation systems). - Reliable home workspace with privacy, stable high-speed internet, and a wired Ethernet connection. Standout Qualifications: - Experience in remote or hybrid customer service roles. - Background in healthcare or human services. - Knowledge of Medicaid or related healthcare programs. - Recent call center experience. - Familiarity with handling confidential information (HIPPA knowledge preferred). - Three or more years of customer service or human service experience. Physical Requirements - Ability to sit or stand for extended periods while using a computer and phone. - Frequent hand use for computer operations. - Clear communication via phone, video, and meetings. - Ability to lift items up to 25 pounds and move around the workspace. - Close vision for reading and computer work. - Maintain an ergonomic and safe home workspace. Pay Range: $15.75/hr. After successfully completing a contingency period of at least 120 days with our company, eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period. In addition, employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday. Note that successful completion of the contingency period does not guarantee employment or hire by any partner organization. Why join us? At 360 Management LLC, we know people are out greatest asset. You’ll be part of a team that values: - A supportive, collaborative work environment - Professional development and growth opportunities - Meaningful work that directly helps individuals and families access care and services - A mission-driven culture that prioritizes quality, teamwork, and impact. Equal Opportunity Employer Statement 360 Management LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected characteristics. If you require reasonable accommodation during the application or hiring process, contact our Human Resource team at Human-Resource@360-mgt.com.

Only direct applicants will be considered. Staffing agencies and recruiter submissions will not be accepted. About 360 Management LLC: At 360 Management LLC, we believe in delivering excellence through innovation, dedication, and people-first values. With a strong commitment to supporting our clients’ missions, we specialize in providing administrative and operational solutions that make a measurable impact. We are a team driven by integrity, collaboration, and accountability. Our work in the healthcare and enrollment services industries reflects our passion for helping people access the resources they need. By joining 360 Management LLC, you become part of a community that values growth, professional development, and supporting employees in achieving their career goals. Our mission is simple: to create opportunities, enhance efficiency, and build trust with every client and employee relationship. If you’re looking to join a fast-growing, mission-driven company where your work makes a difference, 360 Management LLC is the place for you. Job Title: Bilingual Customer Service Representative Location: Remote (Must live in Pennsylvania) Department: Pennsylvania Independent Enrollment Broker Work Hours: 9:30 am – 6:00 pm, Monday-Friday Training: 8:30 am – 5:00 pm for 4 weeks About the Role: We are seeking a dedicated Bilingual Customer Service Representative to support the Pennsylvania Independent Enrollment Broker (IEB) program. In this vital role, you will help Pennsylvania residents access important waiver and enrollment services by providing clear information, compassionate guidance, and excellent bilingual customer support in English and Spanish. Your Impact: As a Customer Service Representative, you will: - Respond promptly to inbound calls and emails in both English and Spanish. - Provide accurate, unbiased information about Pennsylvania’s waiver programs. - Conduct eligibility screenings and guide callers to appropriate services. - Schedule and confirm intake appointments for applicants. - Document customer interactions and outcomes in MAXeb accurately and efficiently. - Maintain knowledge of program policies, procedures, and resource materials. - Treat all callers with professionalism, empathy, and cultural sensitivity. - Identify, document, and escalate urgent or complex cases. - Follow up on problematic or unresolved situations to ensure continuity of support. - Perform additional tasks or special assignments as requested by management. These responsibilities are not meant to be all-inclusive; additional tasks may be assigned. Minimum Qualifications: - High school diploma or equivalent (GED). - Proficiency in both Spanish and English (written and spoken). - Strong communication, organizational, and customer service skills. - Sensitivity to the needs of individuals with disabilities and diverse backgrounds. - Computer literacy including email, data entry, and call center software systems. - Ability to multitask under pressure in a high-volume environment. - Successful background clearance: criminal, child abuse, and Med Scan (no record for past seven years). - No current or prior affiliation with OLTL providers. Standout Qualifications: - Three years of customer service and/or human services experience. - Knowledge of Pennsylvania Home and Community-Based Services (HCBS) programs. - Familiarity with medical or assistive technology. - Experience de-escalating challenging interactions and problem-solving effectively. - Prior call center or enrollment experience. Physical Requirements: - Ability to sit or stand for extended periods while using a computer and phone. - Frequent hand and finger use for data entry and documentation. - Clear verbal and auditory communication for phone and video calls. - Ability to lift up to 25 lbs. for handling office or computer equipment. - Visual acuity sufficient for computer-based work. Why join us? At 360 Management LLC, we know people are out greatest asset. You’ll be part of a team that values: - A supportive, collaborative work environment - Professional development and growth opportunities - Meaningful work that directly helps individuals and families access care and services - A mission-driven culture that prioritizes quality, teamwork, and impact. Pay Range: $16.75/hr. After successfully completing a contingency period of at least 120 days with our company, eligible employees will have access to an excellent benefits package, including full insurance and other benefits effective the first of the month following the end of the probationary period. In addition, employees receive paid time off for Pennsylvania state holidays from day one, provided they work their scheduled hours before and after the holiday. Note that successful completion of the contingency period does not guarantee employment or hire by any partner organization. Equal Opportunity Employer Statement 360 Management LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected characteristics. If you require reasonable accommodation during the application or hiring process, contact our Human Resource team at Human-Resource@360-mgt.com.