Customer Support Agent

Job Details Job Location: US TX RSM 001 Plano TX Office - Plano, TX 75093, Position Type: Full Time, About Inhabit Inhabit is a global PropTech software company serving over 5 million units in the residential and short-term rental property management industries. Our 1,500+ team members drive strategic partnerships, deliver best-in-class software solutions and services, and foster innovation and collaboration across software, payments, and insurance. Learn more at About ResMan ResMan is a provider of cloud-based software services to the multifamily housing industry. One in three Americans rent their homes and ResMan makes software that makes that possible. ResMan is dedicated to delivering exceptional service experience for owners, managers, and residents of multifamily real estate. Our belief and commitment are built on 3 ResMan core values: Own What You Do - You commit to individual accountability and fulfilling our vision Believe in the Impossible - We believe everything is possible through creative thinking and exceptional effort Win Together – We consistently deliver outstanding results through collaborative, supportive, trusted relationships Job Description The Customer Support Agent I position delivers timely, individualized assistance under ResMan’s Service First commitment. Agents serve as the primary liaison between customers and ResMan by resolving technical and workflow questions through phone, chat, and email while maintaining a strong customer experience. Qualifications: What You'll Do Provide support for accounting-related applications and help advance related business initiatives. Provide general product guidance, help clients identify errors in completed workflows, and answer how-to questions. Troubleshoot technical issues across ResMan’s product suite, including network, integration, and system-related concerns. Use effective questions to identify the issue, explain the required resolution steps clearly, and confirm the outcome with the customer before closing the interaction. Provide responsive, professional service by addressing customer needs, managing difficult interactions constructively, and using customer feedback to improve support. Develop documentation that effectively feeds training and process improvement initiatives. Interpersonal Skills – proven ability in conflict management, handling of confidential information, openness to new ideas and team collaboration. Strong time management with ability to prioritize work and document issue resolutions/escalations promptly. Demonstrate professionalism by communicating tactfully, remaining composed under pressure, treating others with respect and maintaining reliable attendance and punctuality. Contribute to internal initiatives and special projects as assigned. Experience and Education Requirements Minimum of 5 years customer service experience, including experience supporting customers through phone, chat, email, or case management. Affordable Housing experience required to include a combination of HUD, Section 8, Tax Credit, or Rural Development programs; certifications and recertifications; voucher processing and reconciliation; waitlist management; compliance reporting and transmission workflows; and researching discrepancies involving certifications, subsidies, calculations, or resident data. Experience supporting a SaaS platform, property management system, or other complex business software CRM or contact center platform such as Salesforce, Zendesk, or a comparable system (Salesforce experience is preferred). Ability to investigate technical and workflow issues using effective discovery questions, available evidence, product documentation, system logs, internal resources, and subject matter experts; reproduce reported behavior when possible; and determine the appropriate next step or escalation path. Experience managing customer cases from initial contact through resolution while balancing phone and chat interactions, assigned casework, follow-up commitments, aging and time-sensitive work, and service-level expectations. Ensure case documentation is done to include accurate status, ownership, troubleshooting notes, findings, customer updates, and escalation decisions. Strong attention to detail when reviewing customer records, reports, screenshots, attachments, and case history for accuracy and completeness. Strong written and verbal communication skills, with the ability to explain technical or process-related information clearly, create professional and customer-friendly case responses, and manage difficult or sensitive situations with empathy, confidence, professionalism, and sound judgment. Experience collaborating with internal teams such as Product, Development, Implementation, Training, Customer Success, or third-party integration partners. Proficiency with Microsoft Office, including Microsoft Outlook, Teams, Word, and Excel. Multifamily property management experience is preferred, including familiarity with accounting workflows, resident financial activity, reporting, payment processing, leasing, applications, electronic signatures, screening, and lease processing. Commitment to data privacy, customer confidentiality, documented procedures, and approved system-access practices. Ability to learn new product functionality, review release information, participate in ongoing training, and share useful findings with the broader Support Team. Commitment to ResMan’s Core Values: Own What You Do, Believe in the Impossible, and Win Together. Type Full-Time, Hourly, Non-Exempt Location Plano, TX office We have an in-office work style, with most team members working in the office from Monday to Thursday and remotely on Friday. Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodation to applicants. #Inhabithires

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