Day in the Life of Product Support 

Here at LCS, delivering a positive customer experience is our priority. The members of our award-winning Product Support department work tirelessly to provide the best possible solutions for every customer, no matter their issue or question. Each day presents new challenges that require adaptability, communication skills, and the ability to solve problems effectively and efficiently. The Product Support team at LCS stands out for their commitment to helping others, so let’s delve deeper into their daily experiences that contribute to their unwavering success. 

Collaboration 

Our Product Support Specialists spend their time working to identify the best solutions to help Rent Manager customers with their day-to-day tasks. According to Zoom.com, team collaboration can result in a 41% increase in customer satisfaction. These statistics are significant, and this is why we make sure our team collaborates in many ways throughout the day. Adria Sattler, a Product Support Specialist at LCS, shares that “every morning at 10:00, we have a team huddle, and it is a great way to start off my day and see my teammates, whether we’re in person or remote that day.” These team meetings enable our Support staff to assure one another that they’re all on the same page about each workday’s goals.  

The secret to happy customers is happy employees. That’s why it’s vital for our Product Support personnel to spend time together not only during business hours, but on breaks too. Product Support Specialist Sarah Now highlights some of her favorite things to do with her co-workers at LCS. “We have an hour-long lunch together. We can go and sit by the pond, go for walks, and hang out in the Rec Room.’’ 

Training 

With the Product Support team being essential to the success of our company, it is important to ensure that each member is well-versed in their field. According to devlinpeck.com, 59% of workers surveyed say training improves their overall job performance. That’s why every day at LCS, there are opportunities available for individual training, attending live classes, and catching up on webinars or online courses in Rent Manager University. Live classes are taught by an instructor who focuses on a Rent Manager feature or topic related to the software, during which support employees talk through common issues and how to troubleshoot them. Other classes are offered where the team learns about a topic followed by a quiet session where employees work through questions individually with guidance available if needed. Lastly, a training session titled “Train the Trainer” is a course in which Product Support Specialists are given a topic to investigate and then lead an 8-to-10-minute presentation in a small group. Additionally, each member of the department goes through at least three hours of self-guided training per week. These varied learning opportunities help prepare our support team to handle the questions and concerns of our customers efficiently and effectively.  

Day-to-Day 

In addition to the 10:00 am huddle, team members review call stats from the previous day, as well as the tickets they closed. They also investigate any hot topics or common themes that come in during support calls so they can be better prepared for the customer inquiries that come their way. This helps ensure that every member of the team is up to date with what’s trending and what customers need help with.  

The department is made up of several queue teams including technical support, accounting support, and general support. Highly specialized in their focus, each team is responsible for assisting customers with a specific aspect of our flagship product: Rent Manager property management software. At the end of each business day, all Support employees fill out an end-of-day report, which lets managers know what went well during the day and what everyone was able to accomplish. This report also provides managers with a good idea of where improvements can be made, and answer questions that our team members may have. during the busiest rushes. 

qManage 

The main task that Product Support is responsible for is answering Rent Manager customer inquiries by phone. Answering numerous calls a day can be stressful, but by using our internally developed service desk program qManage, our Product Support employees easily navigate from call to call while swiftly documenting and setting action items for each interaction. qManage was designed to help teams identify solutions faster. The system provides an easy-to-follow format for staff members to easily document every customer ticket or request, even during the busiest times. This makes it easy for our team to organize, track, and manage our contacts’ customer service issues in one secure, convenient location to work as effectively and efficiently as possible. 

Product Support at LCS 

Our Product Support Specialists are a key part of the success of LCS as a company. We work hard every day to create an atmosphere that enables our employees to flourish in their careers and show  them that their work makes a difference every day. If you are looking for a job where you can make a difference in people’s lives, while also having a great work environment, apply at LCS today! 

By Nikki Hegemann