Technical Support Product Specialist

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About the Company

LCS – London Computer Systems is a software development company located in Northern Cincinnati, Ohio. The main software we have developed is called 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.

About the Role

We are seeking to expand our Product Support department. We are hiring Technical Support Specialists for a full‑time role to become subject matter experts in our software to support the clients that use our software. These clients may be property owners, property management companies and involve answering questions from IT Specialists, Leasing Agents, Property Managers, Accountants, Maintenance Techs and Marketing Specialists.

Our customers rely on us to keep their business up and running. Whether it’s an issue with their data, network connectivity, a report, or our mobile app, our customers will rely on your knowledge to get their software problems solved on their first incoming call.

Responsibilities

• Provide guidance and best practices to those utilizing 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.
• Work in conjunction with internal departments to improve processes and customer satisfaction.

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.

Required Skills

• High school diploma required; associate degree in related field preferred.
• 2 years of prior help desk and/or customer support experience.

Preferred Skills

• Experience using ticketing software such as Zen Desk, Service Now, or Jira.
• Experience with business cloud softphone such as Zoiper or Acrobits.
• Experience with remote support software such as Team View or Log Me In .
• Experience with Microsoft Windows, Office 365 and SharePoint.
• Understanding of WAN/LAN concepts.
• Basic understanding of networks and Terminal Service.
• 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, wooded campus with nature trail.
• On‑site fitness center.
• One of Cincinnati’s “Top Places to Work.”
• Hybrid work schedule available; 50% in the office, 50% remote.
• Professional development and training.

We provide training that sets you up for success from day one. Be part of a growing, innovative company that values its team. Computer Science or Information Technology grads, or candidates with programming experience can be successful in this role by learning our custom Rent Manager Scripting language to assist customers in writing custom financial reports. Atypical candidates may use previous experience in retail management, serving, tutoring, training or teaching to help you be successful in this role assisting our customers.

Job Type: Full‑time

Expected hours: 40 per week

Schedule:

8 hour shift, Day shift, Monday to Friday, 10am – 7pm

Work Location:

Hybrid remote in Cincinnati, OH 45249

LCS is an Equal Opportunity Employer. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Email communications from LCS may appear in Junk, Spam, or Promotions (Gmail) email folders. We recommend checking all email folders while communicating with us.

• Entry level

• Full‑time

• Information Technology
• Customer Service
• Finance

• Software Development
• Technology
• Information and Media
• IT Services and IT Consulting