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Product Support Specialist I - Smart Maintenance
Appfolio
Handle escalated Smart Maintenance requests, coordinating with residents, vendors, and managers.
7d ago
$19 - $23
Expert & Leadership (13+ years), Junior (1-3 years)
Full Time
Chicago, IL
Field
Company Size
1,634 Employees
Service Specialisms
Property Management Software
Online Payments
Tenant & Lease Tracking
Accounting Automation
Marketing Solutions
Sector Specialisms
Residential
Commercial
Role
What you would be doing
work assessment
queue management
final support
resident interaction
process improvement
- Use critical thinking to assess work order details and decide next steps in accordance with service expectations.
- Deliver consistent, high-quality service in a fast-paced, queue-based environment.
- Serve as the final line of support for incoming maintenance requests, identifying and clarifying key issues with residents.
- Support maintenance-related text and online queues as needed to meet shifting demand.
- Contribute to process improvement by providing feedback on trends, pain points, and opportunities for optimization.
What you bringgoogle
slack
call center
customer service
detail-oriented
reliable
- Communicate clearly and empathetically with vendors, property managers, and residents to ensure transparency and trust.
- Proficiency using support tools and platforms (e.g. Slack, Google, etc.) in a queue-based environment.
- 1 year of remote call center experience.
- Adaptable – You can shift priorities quickly and confidently in response to a fast-changing environment.
- 1–2 years of experience in a customer service, help desk, or tech support role.
- 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.
- Reliable – You show up, follow through, and take pride in being someone others can count on.
- 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.
- Strong written and verbal communication skills.
- A quiet, dedicated home workspace suitable for remote work.
- Growth-Minded – You welcome feedback, see mistakes as learning opportunities, and seek out ways to improve.
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
$766M–$774M
2024 Revenue
Annual revenue generated in 2024, reflecting strong financial performance.
2024 Clients
Clients
Managing over 19,000 clients worldwide, showcasing broad market reach.
8M Units
Units Managed
Operates across more than 8 million units globally, indicating extensive property coverage.
S&P MidCap 400
Market Presence
Membership in the S&P MidCap 400 index highlights its significant market impact.
- Founded in 2006 by Klaus Schauser and Jon Walker, AppFolio emerged to simplify property management through centralized cloud software.
- Its flagship product, AppFolio Property Manager, integrates accounting, leasing, marketing, maintenance, and reporting into one platform.
- In 2012 it acquired MyCase, later divesting it in 2020 to refocus solely on real estate solutions.
- AppFolio has expanded via acquisitions like RentLinx, WegoWise and Dynasty Marketplace to enhance listing presence, analytics, and AI capabilities.
- Typical customers range from small landlords to large portfolios, covering single-family, multifamily, commercial, student housing, and community associations.
- Its Stack™ Marketplace enables seamless third-party integrations tailored to unique workflows.
- In 2024 it introduced Realm-X, a generative AI assistant that automates tasks like report generation, messaging, and maintenance coordination.
- Known for rapid feature rollout, mobile-first investor tools, and embedded AI, it stands out in real-time property and investment management.
- We care deeply about our customers.
- We value the individual and celebrate diversity of thought and experience.
- We believe in the power of data-driven decisions.
- We aim to create a sense of ownership and accountability at all levels.
- We focus on building and sustaining a culture of innovation.
- We encourage a growth mindset and continuous improvement.
Net Zero 2040
Carbon Neutrality Goal
Committed to achieving net zero carbon emissions by 2040.
- Implemented energy-efficient practices and reduced operational carbon footprint.
- Focused on creating sustainable solutions for property managers and owners.
39% women
Gender Diversity
Reflects the proportion of women in the workforce, emphasizing gender representation.
- Foster an inclusive culture where all employees can thrive and contribute.
- Set measurable goals to increase representation of underrepresented groups in leadership roles.
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