Product Support Specialist - Software

Socket.dev; Cincinnati (OH); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401(k) with employer match

Annual company bonus

Paid time off

Life insurance

On-site fitness center

Job summary

London Computer Systems (LCS) in Cincinnati, OH seeks a Product Support Specialist to troubleshoot Rent Manager questions and guide users through software workflows. You will work with customers by phone, document interactions, and participate in a structured training program to build product expertise.

The role offers a 10 a.m. – 7 p.m. shift with on-call evenings/weekends as assigned. Competitive benefits and a clear path for growth are provided.

Qualifications

• High school diploma or equivalent required.
• Ability to troubleshoot software workflows and guide users through processes.
• Strong documentation and ticketing handling skills.
• Willingness to participate in training and certification programs.

Responsibilities

• Troubleshoot customer questions related to software functionality and workflows.
• Provide clear, professional instruction to help customers use Rent Manager effectively.
• Take ownership of support cases and resolve them.
• Document interactions in the ticketing system and follow up as needed.
• Participate in ongoing training and maintain productivity in a fast-paced environment.

Skills

Customer service mindset

Verbal communication

Problem-solving

Learn new information quickly

Work with software systems

Attention to detail

Multitasking

Reliability & attendance

Independent worker & team player

On-call availability evenings/weekends

Education

High school diploma or equivalent

Associate’s or bachelor’s degree in IT, business, accounting, or related field

Tools

CRM

Ticketing systems

Accounting software knowledge

Job description

Do you enjoy helping people solve problems, learning new technology, and turning complex questions into clear answers? 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.

What You’ll Do

• 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.

What You’ll Learn

We provide a structured learning path that helps Product Support Specialists develop expertise across Rent Manager product areas, including technical support, general product functionality, receivables and payables, owners and finance, integrations, mobile functionality, and scripting. New team members typically begin in one product area and expand their knowledge through formal training and certifications.

What We’re Looking For

• 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.
• Availability to be on-call during evenings or weekends as assigned.

Nice to Have

• 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.

Compensation and Growth

This is a full-time, non-exempt role with a base pay range of $21.64–$28.85 per hour. Starting hourly pay begins at $21.64, with structured increases tied to completion of certification milestones. The role is also eligible for annual merit adjustments and an annual performance bonus of 5%.

Our skills-based progression model gives you a clear path to grow your knowledge, expand your product expertise, and advance your career within the organization.

Why Join Us?

• Structured onboarding, training, and certification milestones.
• Opportunity to build valuable software, technical support, and customer service skills.
• Supportive team environment with mentorship and escalation resources.
• Clear expectations and transparent growth opportunities tied to demonstrated skill development.
• A customer-focused role where your work directly helps users succeed.

Benefits

• Health, dental, and vision insurance
• 401(k) with employer match
• Annual company bonus
• 10 paid company holidays
• Paid time off
• Life insurance
• Paid medical leave/disability insurance
• Paid parental leave
• Contemporary office building and wooded campus with nature trail
• On-site fitness center
• Recognized as one of Cincinnati’s “Top Places to Work”

About LCS

London Computer Systems (LCS), based in Cincinnati, Ohio, provides businesses with critical software and technology solutions. 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.

Candidates must live in the Greater Cincinnati area or be willing to relocate.

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.