Smart Maintenance Support Specialist - Remote

AppFolio; San Francisco (CA); Hybrid; USD 26,174 - 28,929; Full time

Job summary

AppFolio is seeking a Product Support Specialist I – Smart Maintenance to join our 24/7/365 support team. You will handle escalated maintenance work orders, gather details from residents, coordinate with vendors, and help ensure timely, accurate service for property managers, vendors, and residents alike.

This role emphasizes strong communication, problem solving, and a customer-first mindset as you balance live voice and digital queues, contributing to a streamlined experience and ongoing

Qualifications

• 2+ years in customer service, help desk, or tech support.
• 1+ year of remote call center experience.
• Able to work weekends and holidays in a 24/7/365 operation.
• Experience in maintenance services, property management, or work order systems.
• Quiet, dedicated home workspace for remote work.
• Strong written and verbal communication skills.
• Proficiency using Slack, Google Workspace, and other tools in a queue-based environment.

Responsibilities

• Serve as the final line of support for incoming maintenance requests, identifying and clarifying key issues with residents.
• Assess work order details and decide next steps according to service expectations.
• Communicate clearly with vendors, property managers, and residents to ensure transparency and trust.
• Support maintenance-related text and online queues to meet shifting demand.
• Deliver consistent, high-quality service in a fast-paced, queue-based environment.
• Provide feedback on trends, pain points, and opportunities for optimization.
• Demonstrate ownership by proactively helping the team and customer needs.

Skills

Customer-focused

Detail-oriented

Adaptable

Collaborative

Growth-minded

Reliable

Tools

Slack

Google Workspace

Job description

AppFolio is seeking a Product Support Specialist I – Smart Maintenance to join our 24/7/365 support team. You will handle escalated maintenance work orders, gather details from residents, coordinate with vendors, and help ensure timely, accurate service for property managers, vendors, and residents alike.

This role emphasizes strong communication, problem solving, and a customer-first mindset as you balance live voice and digital queues, contributing to a streamlined experience and ongoing