Associate Product Support Specialist - LiveEasy

AppFolio•Columbus, OH

37d•$19

About The Position

AppFolio is more than a company. We’re a community of dreamers, big thinkers, problem solvers, active listeners, and multipliers. At every opportunity, we set the pace while delivering innovation built to carry real estate into the future. One in which every experience feels effortless, yet meaningful. Where customers are empowered to take on any opportunity. We show up as one team, connected by our values to be a force for good. Because together, we have the power to create extraordinary outcomes for our customers, our communities, and ourselves. LiveEasy by AppFolio is changing the way homeowners and renters manage their move and their homes. We’re a service-first software guiding renters and homeowners through their journey while building solutions for our partners, helping them stay engaged with their clients beyond the transaction. The Associate Product Support Specialist is a vital member of the LiveEasy team, responsible for delivering high-impact, verified solutions that simplify the moving and home-management journey for our residents. This is not a transactional support role; it is a position for a resourceful problem-solver who can synthesize data from multiple sources to provide reliable, high-quality outcomes. By embodying the AppFolian Way, you will ensure our customers receive professional, urgent, and accurate assistance that exceeds their expectations.

Requirements

Analytical Resourcefulness : Ability to process and synthesize complex service details from various sources to provide verified solutions.
Communication Mastery : Professional tone and clarity both written and verbal communication. With the ability to adapt to different customer personas.
Technical Mastery : Ability to quickly master internal tools and document cases with high accuracy and clear next steps.
Problem Diagnosis : Skill in identifying friction points in the customer journey and following the appropriate path to resolve or escalate issues.
Growth Mindset : Comfort with leading through uncertainty and embracing evolving workflows as the business scales.
Operational Reliability : A consistent professional presence with a high level of accountability for following through on commitments.
Must have 1-2 years of experience in a high volume call center or customer support environment.
Ability to work within standard support operating hours with a commitment to consistent attendance and professional presence.
Demonstrated ability to identify the root cause of an issue and follow the appropriate path to resolve or escalate.

Responsibilities

Deliver Results : Provide thoroughly researched information that meets established organizational benchmarks for reliability and serviceability.
Set the Pace : Demonstrate a commitment to radical urgency by managing time effectively to ensure a "Zero Wait" experience for every customer.
Customer Obsession : Prioritize a "Listen First, Solve Second" approach to build trust and address the root cause of every inquiry with empathy and detail.
Raise the Bar : Aim for a 100% completion rate on all inquiries, actively seeking solutions and information synthesis rather than identifying barriers.
Paddle as One : Participate in team huddles, share knowledge openly, and collaborate with teammates to maintain a clear and accurate internal database.