Remote Maintenance Support Specialist I

AppFolio

Denver (CO)

Hybrid

USD 26,174 - 28,929

Full time

14 days+

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Job summary

AppFolio is seeking a Product Support Specialist I – Smart Maintenance in Denver. You’ll handle escalated maintenance work orders, clarify complex requests with residents, and coordinate with vendors to ensure timely service, contributing to a seamless experience for property managers, vendors, and residents.

You’ll work in a 24/7/365 operation, balancing communication, service mindset, and problem-solving as part of a live voice and digital queue team.

Qualifications

2 years of experience in a customer service, help desk, or tech support role.

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.