Customer Support Agent I

INHABIT IQ•Plano, TX

2d•Onsite

About The Position

Customer Support Agent I focused in Affordable/On-Site Operations provides an essential service to our customers and our company by delivering on ResMan’s “Service First” commitment through timely, individualized, service-oriented support to our customers. Customer Support Agents provide assistance to our customers with their technical concerns while also providing an incredible customer experience. Customer Support Agents are our primary liaisons between our customers and ResMan interacting with our clients via phone, chats and emails.

Requirements

Minimum of 3 years’ customer service experience
Troubleshooting in one or more of the following areas depending on the open role:
Tax Credit Compliance and Certifications
Section 8 Compliance and Certifications
Voucher Submissions and Reconciliations
Leasing Move Ins/Move Outs
Resident Ledger Corrections
Move Out Reconciliations/SODAs
Maintenance & Work Orders
Month End Processes & Reporting
General PMS and Multifamily Industry
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
Associates degree or relevant work experience

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; 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.