Product Support Specialist - Software

LCS•Cincinnati, OH

20d•Hybrid

About The Position

We are looking for a Product Support Specialist to provide front-line support for Rent Manager, our proprietary property management software platform. In this role, you will work directly with customers by phone to troubleshoot issues, answer product questions, and guide users through software workflows. You will be part of a structured training and certification program designed to help you build expertise across multiple areas of the product and grow your career over time. The standard schedule for this role is 10 a.m. to 7 p.m., with the opportunity to move to earlier shifts based on availability.

Requirements

High school diploma or equivalent required.
A strong customer service mindset and desire to help others.
Clear verbal communication skills and the ability to explain software concepts in an approachable way.
Strong problem-solving skills and the ability to learn new information quickly.
Ability to work with software systems and technical concepts.
Attention to detail and commitment to accurate documentation.
Ability to manage multiple priorities while maintaining quality and professionalism.
Reliable attendance, punctuality, personal accountability, and a strong work ethic.
Ability to work independently while also collaborating with teammates and escalation resources.
Candidates must live in the Greater Cincinnati area or be willing to relocate.

Nice To Haves

Associate’s or bachelor’s degree in information technology, business, accounting, or a related field.
One to two years of experience in customer support, technical support, SaaS support, or a call center environment.
Experience with CRM, ticketing, or customer support systems.
Basic understanding of accounting, property management, financial workflows, or accounting software.
Exposure to scripting, integrations, advanced configuration, or technical troubleshooting concepts.

Responsibilities

Troubleshoot customer questions related to product functionality, accounting workflows, printing, installation, and general how-to guidance.
Support customers using Rent Manager by answering questions and resolving software-related issues.
Provide clear, professional instruction to help customers understand and use the software effectively.
Take ownership of assigned support cases and follow through until they are resolved.
Use internal documentation, knowledge resources, and team support to research and resolve customer issues.
Document customer interactions accurately in the ticket-tracking system.
Participate in ongoing training and certification programs to expand your product knowledge.
Maintain daily productivity expectations in a fast-paced, customer-focused support environment.
Be on-call during evenings or weekends as assigned.