Job Description

The LRS Enterprise Output Management (EOM) Software Support group is seeking a Product Support Specialist. As a Product Support Specialist, you will provide technical support to customers for the premier Output Management products that LRS develops and supports for their more than 5000 customers worldwide. As a Product Support Specialist, you will support post-sales customers who have our products installed. 

LRS Enterprise Output Management (EOM) solutions handle all aspects of document capture, delivery, storage, and accounting. Our EOM software products are designed to manage output from any platform, in any format, to any physical or electronic destination. You will be trained to support all our EOM software products. As a member of the Product Support staff, you will work closely together with other Support team members to resolve customers’ problems. You will also interact with our Advanced Support and/or Development teams to assist you in diagnosing and resolving problems.

This position is based in our LRS HQ location in Springfield, IL. This position is eligible for a flexible in-office/work from home model and is paid a base salary plus paid overtime.

Requirements:

• You must have at least 2 years’ experience in an IT support role, or you must have completed four semesters of college-level computer science courses. Experience working with printing solutions will make you a stronger candidate. 
• Knowledge of Windows and/or mainframe operating systems or experience responding to customer support requests via phone or email will make you a stronger candidate.
• Knowledge or experience performing network troubleshooting, printing related configuration and troubleshooting will make you a stronger candidate.
• You must have permanent authorization to work in the USA. No visa sponsorships are available.

Duties:

• Phone and e-mail support
• Diagnosing problems and recommending solutions
• Answering technical questions regarding our products
• Recording all information in our problem tracking system (ServiceNow)
• Interfacing with customers under direct supervision
• Seeking assistance from fellow Product Support staff and/or Developers when needed
• Inclusion in the on-call list to support customers in an emergency 24x7 support role once trained

Success Keys:

You must demonstrate effective verbal and written communications skills, as well as excellent diagnostic skills. You must be well organized and be able manage multiple tasks, prioritizing and addressing the most important first. You will regularly meet with Support and Development teams to review open problems.

Organization Structure:

The Product Development and Support groups are managed by the VP of Product Development. You will report directly to the Manager, Product Support, who reports to the Director, Product Support.

LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status.

Salary range: $50,000-$55,000 annually plus paid overtime and full benefits. This range represents the low and high for this position. The salary will vary depending on factors including, but not limited to, previous experience and skills.