AppFolio
Product Support Specialist I - Smart Maintenance
AppFolio, Atlanta, Georgia, United States, 30383
Overview
Product Support Specialist I – Smart Maintenance at AppFolio. This is a customer-facing role in a 24/7/365 operation, focusing on live voice and digital queues. You will handle escalated maintenance work orders that require deeper investigation, clarify complex requests, reach out to residents for details, and coordinate with vendors to ensure timely and accurate service. The goal is to streamline communication and resolve issues impacting property managers, vendors, and residents. 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 line 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 proactively supporting the team and customer needs to strengthen the overall experience. Qualifications
Customer-Focused – service mindset and strong communication skills; remains calm, courteous, and solution-oriented under pressure. Detail-Oriented – precise, organized, and able to juggle multiple tasks. Adaptable – able to shift priorities quickly in a fast-changing environment. Collaborative – strong team player who enjoys supporting and learning from others. Growth-Minded – open to feedback and opportunities to improve. Reliable – dependable and able to follow through. 1–2 years of experience in customer service, help desk, or tech support; 1 year of remote call center experience. Ability to work weekends and holidays as part of a 24/7/365 operation. Experience in maintenance services, property management, or work order systems preferred. Quiet, dedicated home workspace suitable for remote work. Strong written and verbal communication skills. Proficiency with support tools and platforms (e.g., Slack, Google) in a queue-based environment. Compensation & Benefits
The hourly wage range for this role is $19.30 - $23.65 per hour, depending on skills, education, and experience. Base pay is one component of a Total Rewards package, with additional benefits or bonuses/commissions potentially applicable. Regular full-time employees are eligible for benefits. About AppFolio
AppFolio is a technology leader powering the future of the real estate industry. Our platform enables communities to connect, increase operational efficiency, and grow their business. For more information, visit appfolio.com. Equal Opportunity
AppFolio is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, or veteran status.
#J-18808-Ljbffr
Product Support Specialist I – Smart Maintenance at AppFolio. This is a customer-facing role in a 24/7/365 operation, focusing on live voice and digital queues. You will handle escalated maintenance work orders that require deeper investigation, clarify complex requests, reach out to residents for details, and coordinate with vendors to ensure timely and accurate service. The goal is to streamline communication and resolve issues impacting property managers, vendors, and residents. 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 line 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 proactively supporting the team and customer needs to strengthen the overall experience. Qualifications
Customer-Focused – service mindset and strong communication skills; remains calm, courteous, and solution-oriented under pressure. Detail-Oriented – precise, organized, and able to juggle multiple tasks. Adaptable – able to shift priorities quickly in a fast-changing environment. Collaborative – strong team player who enjoys supporting and learning from others. Growth-Minded – open to feedback and opportunities to improve. Reliable – dependable and able to follow through. 1–2 years of experience in customer service, help desk, or tech support; 1 year of remote call center experience. Ability to work weekends and holidays as part of a 24/7/365 operation. Experience in maintenance services, property management, or work order systems preferred. Quiet, dedicated home workspace suitable for remote work. Strong written and verbal communication skills. Proficiency with support tools and platforms (e.g., Slack, Google) in a queue-based environment. Compensation & Benefits
The hourly wage range for this role is $19.30 - $23.65 per hour, depending on skills, education, and experience. Base pay is one component of a Total Rewards package, with additional benefits or bonuses/commissions potentially applicable. Regular full-time employees are eligible for benefits. About AppFolio
AppFolio is a technology leader powering the future of the real estate industry. Our platform enables communities to connect, increase operational efficiency, and grow their business. For more information, visit appfolio.com. Equal Opportunity
AppFolio is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, or veteran status.
#J-18808-Ljbffr