Technical Support Product Specialist

Position Overview

LCS - London Computer Systems is a software development company located in Northern Cincinnati, Ohio. The main software we have developed is Rent Manager Property Management Software. Since 2012, LCS has been consistently recognized as a Top Workplace with a supportive culture that fosters collaboration and authenticity. We also love having fun—from on-site food trucks and game rooms to trivia and sports teams, there are plenty of ways we make the workday exciting. Our high-tech office is designed to support many working styles, with hybrid work schedule options available.

We are expanding our Product Support department and are seeking Technical Support Specialists for a full-time role. In this role, you will become a subject matter expert on our software, assisting a diverse range of clients such as property owners, property management companies, IT Specialists, Leasing Agents, Property Managers, Accountants, Maintenance Techs, and Marketing Specialists. Our customers depend on your expertise to ensure their operations continue smoothly.

Job Type:

Expected hours:

Key Responsibilities

• Provide guidance and best practices to users of our property management accounting software, Rent Manager, and its peripheral applications.
• Provide superior customer service to our end users over the phone and via email.
• Assist customers with questions and issues relating to Rent Manager (e.g., printing problems, installation, and troubleshooting within the program).
• Conduct remote sessions with customers to resolve software issues as necessary.
• Document and track the status of all issues in a timely fashion within our ticketing software.
• Collaborate with internal departments to improve processes and customer satisfaction.

Required Qualifications

• Experience in customer service, call centers, or a similar role (inbound preferred).
• Experience with troubleshooting, supporting, or training customers in SaaS or enterprise software.
• Excellent attendance and personal accountability.
• Ability to demonstrate active listening during calls with customers.
• Ability to work in a fast-paced environment.
• High School diploma required; associate degree in a related field preferred.
• 2 years of prior help desk and/or customer support experience.

Preferred Qualifications

• Experience using ticketing software such as ZenDesk, ServiceNow, or Jira.
• Experience with business cloud softphones such as Zoiper or Acrobits.
• Experience with remote support software such as TeamViewer or LogMeIn.
• Experience with Microsoft Windows, Office 365, and SharePoint.
• Understanding of WAN/LAN concepts.
• Basic understanding of networks and Terminal Service.

Benefits & Perks

• Paid time off and 10 paid company holidays.
• Health, Dental, Vision and Life insurance.
• Wellness program with rewards for healthy activities.
• 401(K) matching.
• Annual company bonus.
• Employee assistance program.
• Paid medical leave/disability insurance.
• Contemporary office building and wooded campus with a nature trail.
• On-site fitness center.
• One of Cincinnati’s “Top Places to Work”.
• Hybrid work schedule available; 50% in the office, 50% remote.
• Referral bonuses.
• Professional development and training.