Technical Support Analyst at Lincoln Property Company

Dallas, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

05 May, 26

Salary

0.0

Posted On

04 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Problem Solving, Communication, Time Management, Documentation, Attention to Detail, Software Administration, User Access Management, Property Management Software, Accounting Workflows, Collaboration, Research, Ticketing System, Continuous Improvement

Industry

Real Estate

Description

The Technical Support Agent is responsible for providing first-line technical support to customers using WorkSpace, a property and facility work order management system. This role involves responding to support tickets, researching issues, creating and managing property data within the platform, and ensuring prompt and efficient customer service. The role will begin in office with the opportunity to transition to a hybrid/remote position after 90 days. This role is crucial in ensuring that customers have a positive experience with WorkSpace by providing quick, efficient, and effective technical support. Key Responsibilities: Customer Support: Respond to customer support tickets in a timely and efficient manner. Provide clear, concise, and friendly support to resolve customer issues. Use problem-solving techniques to diagnose and resolve technical issues. Reach out to customers via phone and host web conferences as needed. Check active tickets daily, for updates, and resolve as appropriate. Platform Management: Create and build out new properties on the WorkSpace platform as requested by customers. Maintain accurate and up-to-date records of properties and facilities within the system. Periodically review Customer Support Center articles and update as needed. Communication: Check and respond to emails regularly throughout the workday. Maintain open communication with customers to provide updates on their support tickets. Communicate in a timely manner with supervisor and other team members. Attend and participate in-person and online company meetings. Availability: Be available to work from 8 AM to 5 PM in the assigned time zone. Ensure consistent availability to handle customer inquiries and support requests during working hours. Efficiency and Time Management: Prioritize and manage multiple support tickets simultaneously. Utilize time management skills to ensure timely resolution of customer issues. Documentation and Reporting: Document all customer interactions and technical issues in the ticketing system. Identify and update tickets requiring escalation within the ticketing system. Provide regular reports on support ticket status and resolutions to management. Continuous Improvement: Identify areas for improvement in the support process and provide feedback to the team. Stay updated on new features and updates to the WorkSpace platform. Qualifications & Skills Bachelor’s degree in related field 2 years of experience in technical support, software administration, or IT helpdesk roles Strong understanding of user access management and permissions Experience working with property management or facility management software is a plus Basic knowledge of accounting workflows (preferred but not required) Ability to analyze and resolve import errors and software configuration issues Excellent communication skills, both written and verbal Strong attention to detail and ability to follow procedures Ability to work independently and collaboratively in a fast-paced environment About Lincoln Property Company Lincoln Property Company (“Lincoln”) is one of the largest private real estate firms in the United States. Offering a fully integrated platform of real estate services and innovative solutions to owners, investors, lenders and occupiers, Lincoln supports the entire real estate lifecycle across asset types, including office, multifamily, life science, retail, industrial, data center, production studio, healthcare, government, universities, and mixed-use properties, throughout the United States, United Kingdom, and Europe. Lincoln’s combined management and leasing portfolio on behalf of institutional clients includes more than 680 million square feet of commercial space. For more information, visit: www.lpc.com. All job offers are contingent on completion of a background check and proof of eligibility to work in the United States. By submitting your information or resume in response to this opportunity, you acknowledge that your personal information will be handled in accordance with Lincoln Property Company's privacy policy. Lincoln Property Company does not accept unsolicited resumes from third-party recruiters unless they were contractually engaged by Lincoln Property Company to provide candidates for a specified opening. Any such employment agency, person or entity that submits an unsolicited resume does so with the acknowledgement and agreement that Lincoln Property Company will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity. At this time, we are not working with any agencies.

Responsibilities

The Technical Support Analyst is responsible for providing first-line technical support to customers using WorkSpace. This includes responding to support tickets, managing property data, and ensuring efficient customer service.