Customer Support Agent

We need to output HTML fragment with sections: About the role? Actually the posting includes "About Inhabit", "About ResMan", then "Job Description". We need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat the job title as heading. We need to include sections only when posting has real specific content. We need to preserve all substantive info, remove boilerplate, navigation, legal, EEO, etc. Also remove duplicated lines. We need to format content appropriately: Use

• for any list of duties/requirements/benefits, and

  for prose. We need to decide sections: Likely we have "About the role" (maybe from Job Description), "Responsibilities" (What You'll Do), "Requirements" (Experience And Education Requirements), "Qualifications" (maybe same as Requirements? Actually they have "Qualifications" heading then bullet list of duties? Wait they have "Qualifications" then "What You'll Do". Actually the posting: after "Job Description" they have "Qualifications" then bullet list starting with "What You'll Do". Then later "Experience And Education Requirements". So we have two sections: Qualifications (duties) and Experience And Education Requirements (requirements). Also maybe "Skills" could be extracted from the list of skills (like interpersonal skills, time management, etc). But we can incorporate into Qualifications or Requirements. We need to avoid filler like "commensurate with experience". Not present. We need to include Pay/Schedule/Benefits only if stated. The posting mentions "Type Full-Time, Hourly, Non-Exempt Location Plano, TX officeWe have an in-office work style, with most team members working in the office from Monday to Thursday and remotely on Friday." That's schedule info (Monday-Thursday in office, Friday remote). Also mentions Full-Time, Hourly, Non-Exempt. So we can include a Schedule section with that info. Pay not mentioned. Benefits not mentioned. So we include Schedule. We also have location: Plano, TX office. Could be part of Schedule or maybe a separate "Location" but not in allowed headings. We could fold location into Schedule paragraph. We need to remove boilerplate: "About Inhabit", "About ResMan" maybe considered company overview; we could include as an "About the company" but not in allowed headings. Allowed headings are About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we could put company overview under About the role? Actually About the role could include description of role and maybe company. But we need to preserve all substantive info. The "About Inhabit" and "About ResMan" are company descriptions; they are substantive. We could put them under About the role heading as prose. Thus sections:

  About the role

  About Inhabit ... About ResMan ... 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.

  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.
  But note that some of those bullet items also include skills like interpersonal skills etc. Actually after the bullet list they have a block: "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." That seems like skills. Could go under Skills section. Also there is a list of requirements under Experience And Education Requirements. We'll put those under Requirements. We also have "Skills" maybe separate: Interpersonal Skills, Strong time management, Demonstrate professionalism, etc. Also "Strong attention to detail", "Strong written and verbal communication skills", "Experience collaborating with internal teams", "Proficiency with Microsoft Office", "Multifamily property management experience is preferred", "Commitment to data privacy", "Ability to learn new product functionality", "Commitment to ResMan’s Core Values". Those could be skills/qualifications. But we already have Qualifications section for duties; maybe we move those to Skills. Let's decide: - About the role: company overview + role description. - Responsibilities: the "What You'll Do" bullet list (the first set). - Requirements: Experience And Education Requirements bullet list. - Skills: Interpersonal Skills, time management, professionalism, attention to detail, communication, collaboration, MS Office proficiency, multifamily property management experience (preferred), data privacy commitment, ability to learn new product functionality, commitment to core values. We need to ensure we don't duplicate content. The Responsibilities list we extracted from "What You'll Do" includes 7 bullet points. Let's verify the exact text: From posting: "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." It seems the bullet list runs together without clear separation. We need to split into logical items. The original likely had bullet points but got concatenated. We need to preserve all substantive information; we can infer separate items based on periods. Let's split: 1. Provide support for accounting-related applications and help advance related business initiatives. 2. Provide general product guidance, help clients identify errors in completed workflows, and answer how-to questions. 3. Troubleshoot technical issues across ResMan’s product suite, including network, integration, and system-related concerns. 4. Use effective questions to identify the issue, explain the required resolution steps clearly, and confirm the outcome with the customer before closing the interaction. 5. Provide responsive, professional service by addressing customer needs, managing difficult interactions constructively, and using customer feedback to improve support. 6. Develop documentation that effectively feeds training and process improvement initiatives. 7. Interpersonal Skills – proven ability in conflict management, handling of confidential information, openness to new ideas and team collaboration. 8. Strong time management with ability to prioritize work and document issue resolutions/escalations promptly. 9. Demonstrate professionalism by communicating tactfully, remaining composed under pressure, treating others with respect and maintaining reliable attendance and punctuality. 10. Contribute to internal initiatives and special projects as assigned. But items 7-9 are more skills/interpersonal. However they appear in the same paragraph after "Develop documentation...". The posting likely had separate bullet for Interpersonal Skills, Strong time management, Demonstrate professionalism. We'll treat them as Skills. Thus Responsibilities could be items 1-6. Skills will be items 7-9 plus other skills from Experience And Education Requirements? Actually Experience And Education Requirements list includes many items like experience, certifications, etc. Those are requirements, not skills. Thus we will have: Responsibilities (
  • ) for items 1-6. Skills (
    • ) for items 7-9 plus maybe other skill-like items: Strong attention to detail, Strong written and verbal communication skills, Experience collaborating with internal teams, Proficiency with Microsoft Office, Multifamily property management experience is preferred, Commitment to data privacy, Ability to learn new product functionality, Commitment to ResMan’s Core Values. But some of those are also in Experience And Education Requirements (like "Strong attention to detail when reviewing customer records..." etc). That is a requirement/skill. We'll avoid duplication by placing them either in Requirements or Skills but not both. Let's examine Experience And Education Requirements block: "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 softwareCRM 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." Thus many skill-like items are actually part of requirements. So we should not duplicate them in Skills. Instead we can put all of those under Requirements (Experience And Education Requirements). Then Skills section could be just the interpersonal skills, time management, professionalism (which were in the Qualifications block). But those also appear in Requirements? Actually they appear in the Qualifications block after "Develop documentation...". They are not repeated in Requirements. So we can put them under Skills. Thus final sections: - About the role: company overview + role description. - Responsibilities: the 6 duty bullets. - Skills: Interpersonal Skills, Strong time management, Demonstrate professionalism. - Requirements: the long list from Experience And Education Requirements. We also need Schedule section: Full-Time, Hourly, Non-Exempt, location Plano, TX, in-office Monday-Thursday, remote Friday. We should not include Pay