Remote Maintenance Support Specialist I

AppFolio; Dallas (TX); On-site; USD 26,174 - 28,929; Full time

Job summary

AppFolio is hiring a Product Support Specialist I – Smart Maintenance to handle escalated maintenance work orders, clarify complex requests with residents, and coordinate with vendors to ensure timely service. This customer-facing role sits in a 24/7/365 operation that balances communication, service mindset, and problem solving.

You will engage with property managers, residents and contractors, maintain clear documentation, and contribute to process improvements while delivering consistent,

Qualifications

• Customer-Focused – You have a service mindset and strong communication skills.
• Detail-Oriented – You don’t let things slip through the cracks; you’re precise and organized.
• Adaptable – You can shift priorities quickly in a fast-changing environment.
• Collaborative – You’re a strong team player and learn from others.
• Growth-Minded – You welcome feedback and seek improvement opportunities.
• Reliable – You show up, follow through, and are dependable.

Responsibilities

• Serve as the final line of support for incoming maintenance requests, 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 to meet shifting demand.
• Deliver high-quality service in a fast-paced, queue-based environment.
• Contribute to process improvements by providing feedback on trends and pain points.

Skills

Customer Focus

Detail-Oriented

Adaptable

Collaborative

Growth Mindset

Reliability

Tools

Slack

Google Workspace

Job description

AppFolio is hiring a Product Support Specialist I – Smart Maintenance to handle escalated maintenance work orders, clarify complex requests with residents, and coordinate with vendors to ensure timely service. This customer-facing role sits in a 24/7/365 operation that balances communication, service mindset, and problem solving.

You will engage with property managers, residents and contractors, maintain clear documentation, and contribute to process improvements while delivering consistent,