Customer Support Agent I

Inhabit•Plano, TX

32d•Hybrid

About The Position

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit. To learn more, visit inhabit.com. 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 Summary The Customer Support Agent I provides an essential service to our customers and our company by delivering on our Service First commitment through timely, individualized, service- oriented support to our customers. Customer Support Agents provide assistance to our customers with their technical issues while also providing an incredible customer experience. Customer Support Agents are our primary liaisons between our customers and interacting with our clients via phone, chats and emails.

Requirements

Troubleshooting in one or more of the following areas depending on the open role:
Affordable Section 8 and Tax Credit Programming:
Certification Errors and Processing
Voucher Reconciliations
Affordable Waitlist
HOTMA
Ledger adjustments
Gross Rent Change processes
Leasing:
BlueMoon Product Documentation
HUD Model Lease
DocuSign and Custom Merge field creation
Online Application processing
Customer support experience in supporting SaaS products
Excellent verbal and written communication skills
Knowledge of Microsoft Office: Microsoft Excel experience required; Microsoft Word, CRM software (Salesforce preferred)

Nice To Haves

Multi-Family industry housing experience is preferred
Experience with contact center solutions software such as SalesForce or ZenDesk
Property Management or product software experience preferred Belief and Commitment to

Responsibilities

Overall responsibility to deliver support services and facilitate business initiatives that support accounting related applications.
Comfortable providing general product support including helping clients find errors completed in product workflows and answer general how to questions.
Ability to work with clients troubleshooting technical issues with ResMans suite of products including network, integrations and system issues.
Successful agents will utilize effective questioning techniques to identify issues; able to clearly communicate steps necessary to resolve issues, consistently confirms successful completion of troubleshooting to ensure effective resolution.
Commitment to Providing Excellent Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
Develop documentation that effectively feeds training and change management activities.
Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
Strong Planning/Organizing skills - Prioritizes and plans work activities; proper documentation of issue resolution in a timely manner, including escalations. Uses time efficiently.
Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments. Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments prepared and on time.