Product Support Specialist I - Smart Maintenance

Product Support Specialist I - Smart Maintenance at AppFolio

The Product Support Specialist I plays a key role in supporting AppFolio’s industry-leading AI Maintenance Performer product. In this role, you’ll handle escalated maintenance work orders that require a deeper level of investigation and coordination. You’ll use your expertise to clarify complex or unclear requests by reaching out directly to residents for additional details or connecting with vendors to ensure timely and accurate service. Your work will be key to streamlining communication and resolving issues that impact the overall experience for property managers, vendors, and residents alike.

This is a customer-facing position focused on live voice and digital queues and requires a balance of communication savvy, service mindset, and problem-solving ability. Our Maintenance Performer team is part of a 24/7/365 operation, ensuring seamless support and service any time of day.

Your Impact

• 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 don’t let things slip through the cracks. You’re precise, organized, and comfortable juggling multiple tasks.
• Adaptable – You can shift priorities quickly and confidently in response to a fast-changing environment.
• Collaborative – You’re a strong team player and enjoy supporting and learning from others.
• Growth-Minded – You welcome feedback, see mistakes as learning opportunities, and seek out ways to improve.
• Reliable – You show up, follow through, and take pride in being someone others can count on.

Must Have

• 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, etc.) in a queue-based environment.

Key skills/competency

• Customer Service
• Technical Support
• Problem Solving
• Communication Skills
• Work Order Systems
• Remote Support
• Escalation Management
• Property Management
• AI Product Support
• Queue Management