AppFolio
Product Support Specialist I - Smart Maintenance
AppFolio, Denver, Colorado, United States, 80285
Product Support Specialist I - Smart Maintenance
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Product Support Specialist I - Smart Maintenance
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AppFolio Overview
The Product Support Specialist I – Smart Maintenance supports AppFolio’s Smart Maintenance product. In this role, you’ll handle escalated maintenance work orders that require a deeper level of investigation and coordination. You’ll clarify complex or unclear requests—often by reaching out directly to residents for additional details or connecting with vendors to ensure timely and accurate service. Your work will help streamline communication and resolve issues that impact the experience for property managers, vendors, and residents. This is a customer-facing position focused on live voice and digital queues and requires a balance of communication skills, service mindset, and problem-solving ability. The Smart Maintenance team operates 24/7/365 to provide seamless support at any time of day. Responsibilities
Serve as the final line of support for incoming maintenance requests, identifying and clarifying key issues with residents. Use critical thinking to assess work order details and decide next steps in accordance with service expectations. Communicate clearly and empathetically with vendors, property managers, and residents to ensure transparency and trust. Support maintenance-related text and online queues as needed to meet shifting demand. Deliver consistent, high-quality service in a fast-paced, queue-based environment. Contribute to process improvement by providing feedback on trends, pain points, and opportunities for optimization. Demonstrate ownership by working proactively to help the team, support customer needs, and strengthen the overall experience. Qualifications
Customer-Focused – You have a service mindset and strong communication skills, with the ability to stay calm, courteous, and solution-oriented under pressure. Detail-Oriented – You’re precise, organized, and capable of juggling multiple tasks. Adaptable – You can shift priorities quickly in a fast-changing environment. Collaborative – You’re a strong team player and enjoy supporting and learning from others. Growth-Minded – You welcome feedback and seek ways to improve. Reliable – You show up, follow through, and are dependable. Must Have
1–2 years of experience in a customer service, help desk, or tech support role. 1 year of remote call center experience. Ability to work weekends and holidays as part of a 24/7/365 support operation. Previous experience in maintenance services, property management, or work order systems. A quiet, dedicated home workspace suitable for remote work. Strong written and verbal communication skills. Proficiency using support tools and platforms (e.g. Slack, Google) in a queue-based environment. Why join us?
This isn’t just another customer support role—it’s a chance to grow your career in a company that’s reimagining the future of property management. You’ll work with innovative tools and teammates who are driven to make a difference. Compensation & Benefits
The hourly wage we reasonably expect to pay for this role is
$19.30 - $23.65
per hour. The actual hourly wage will be determined by factors including skills, education, and experience. Base pay is one aspect of a Total Rewards package; this range does not include additional benefits or bonuses/commissions you may be eligible for. Regular full-time employees are eligible for benefits. About AppFolio
AppFolio is the technology leader powering the future of the real estate industry. Our platform enables customers to connect communities, increase operational efficiency, and grow their business. For more information, visit appfolio.com. Why AppFolio
Grow
| We enable a culture of high performance with opportunities for growth and total rewards. Learn
| We invest in your development through coaching and mentorship and provide tools to grow your skills. Impact
| We aim to make living, investing, managing, and supporting communities feel effortless and meaningful. Connect
| We support hybrid work and collaboration across locations. Equal Opportunity
At AppFolio, we value diversity and are an Equal Opportunity Employer. We welcome applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, or veteran status.
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Join to apply for the
Product Support Specialist I - Smart Maintenance
role at
AppFolio Overview
The Product Support Specialist I – Smart Maintenance supports AppFolio’s Smart Maintenance product. In this role, you’ll handle escalated maintenance work orders that require a deeper level of investigation and coordination. You’ll clarify complex or unclear requests—often by reaching out directly to residents for additional details or connecting with vendors to ensure timely and accurate service. Your work will help streamline communication and resolve issues that impact the experience for property managers, vendors, and residents. This is a customer-facing position focused on live voice and digital queues and requires a balance of communication skills, service mindset, and problem-solving ability. The Smart Maintenance team operates 24/7/365 to provide seamless support at any time of day. Responsibilities
Serve as the final line of support for incoming maintenance requests, identifying and clarifying key issues with residents. Use critical thinking to assess work order details and decide next steps in accordance with service expectations. Communicate clearly and empathetically with vendors, property managers, and residents to ensure transparency and trust. Support maintenance-related text and online queues as needed to meet shifting demand. Deliver consistent, high-quality service in a fast-paced, queue-based environment. Contribute to process improvement by providing feedback on trends, pain points, and opportunities for optimization. Demonstrate ownership by working proactively to help the team, support customer needs, and strengthen the overall experience. Qualifications
Customer-Focused – You have a service mindset and strong communication skills, with the ability to stay calm, courteous, and solution-oriented under pressure. Detail-Oriented – You’re precise, organized, and capable of juggling multiple tasks. Adaptable – You can shift priorities quickly in a fast-changing environment. Collaborative – You’re a strong team player and enjoy supporting and learning from others. Growth-Minded – You welcome feedback and seek ways to improve. Reliable – You show up, follow through, and are dependable. Must Have
1–2 years of experience in a customer service, help desk, or tech support role. 1 year of remote call center experience. Ability to work weekends and holidays as part of a 24/7/365 support operation. Previous experience in maintenance services, property management, or work order systems. A quiet, dedicated home workspace suitable for remote work. Strong written and verbal communication skills. Proficiency using support tools and platforms (e.g. Slack, Google) in a queue-based environment. Why join us?
This isn’t just another customer support role—it’s a chance to grow your career in a company that’s reimagining the future of property management. You’ll work with innovative tools and teammates who are driven to make a difference. Compensation & Benefits
The hourly wage we reasonably expect to pay for this role is
$19.30 - $23.65
per hour. The actual hourly wage will be determined by factors including skills, education, and experience. Base pay is one aspect of a Total Rewards package; this range does not include additional benefits or bonuses/commissions you may be eligible for. Regular full-time employees are eligible for benefits. About AppFolio
AppFolio is the technology leader powering the future of the real estate industry. Our platform enables customers to connect communities, increase operational efficiency, and grow their business. For more information, visit appfolio.com. Why AppFolio
Grow
| We enable a culture of high performance with opportunities for growth and total rewards. Learn
| We invest in your development through coaching and mentorship and provide tools to grow your skills. Impact
| We aim to make living, investing, managing, and supporting communities feel effortless and meaningful. Connect
| We support hybrid work and collaboration across locations. Equal Opportunity
At AppFolio, we value diversity and are an Equal Opportunity Employer. We welcome applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, or veteran status.
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