Customer Support Agent

INHABIT IQ • Plano, TX

1d • Hybrid

About The Position

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.

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.
• 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.
• Commitment to data privacy, customer confidentiality, documented procedures, and approved system-access practices.
• Commitment to ResMan’s Core Values: Own What You Do, Believe in the Impossible, and Win Together.

Nice To Haves

• 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.

Responsibilities

• 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.
• Contribute to internal initiatives and special projects as assigned.
• Ensure case documentation is done to include accurate status, ownership, troubleshooting notes, findings, customer updates, and escalation decisions.
• Ability to learn new product functionality, review release information, participate in ongoing training, and share useful findings with the broader Support Team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed