Smart Maintenance Support Specialist – Remote

AppFolio; Chicago (IL); On-site; USD 26,174 - 27,552; Full time

Job summary

AppFolio is seeking a Product Support Specialist I – Smart Maintenance to handle escalated maintenance work orders and clarify complex requests, often by contacting residents or coordinating with vendors. This is a customer-facing role in a 24/7/365 operation that balances communication, service mindset, and problem solving.

You will support live voice and digital queues, helping property managers, vendors, and residents while delivering high-quality service in a fast-paced environment.

Qualifications

• 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 Workspace) in a queue-based environment.

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.

Skills

Customer-focused

Communication

Problem-solving

Attention to detail

Remote work tools

Tools

Slack

Google Workspace

Job description

AppFolio is seeking a Product Support Specialist I – Smart Maintenance to handle escalated maintenance work orders and clarify complex requests, often by contacting residents or coordinating with vendors. This is a customer-facing role in a 24/7/365 operation that balances communication, service mindset, and problem solving.

You will support live voice and digital queues, helping property managers, vendors, and residents while delivering high-quality service in a fast-paced environment.