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.
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The Associate Product Support Specialist at Live Easy serves as the first point of contact for our customers, providing exceptional service and support. The ideal candidate will have excellent communication skills, a positive attitude, and a genuine desire to assist others. In this role, you will respond to customer inquiries, resolve complaints, and collaborate with internal teams to ensure customer satisfaction.
Your Impact
- Understands customer needs and strives to exceed their
expectations through attentive and personalized service. - Exhibits clear, concise, and effective communication skills, both
verbally and in writing, to interact with customers and team members. - Demonstrates strong analytical skills, with the ability to quickly
identify issues and implement effective solutions. - Respond to customer inquiries via phone, email, and chat in a timely and professional manner. Provide accurate and detailed information about products and services.
- Resolve customer complaints and issues with empathy, ensuring a positive resolution
- Maintain comprehensive records of customer interactions, ensuring accuracy and
attention to detail. - Collaborate with other departments to address and resolve customer needs.
- Identify and escalate priority issues to appropriate team members for resolution.
- Stay current with product knowledge and company policies to provide informed
assistance.
Qualifications
- Understands customer needs and strives to exceed their expectations through attentive and personalized service
- Exhibits clear, concise, and effective communication skills, both verbally and in writing, to interact with customers and team members.
- Demonstrates strong analytical skills, with the ability to quickly identify issues and implement effective solutions
- Understands and shares the feelings of others, ensuring customer concerns are addressed with care and consideration.
- Maintains high levels of accuracy in record-keeping and communication, ensuring information is clear and error-free
- Manages multiple tasks efficiently, prioritizing responsibilities to meet deadlines and customer needs.
- Comfortable adjusting to changing circumstances and customer demands, maintaining professionalism and composure.
Must have
- High school diploma or equivalent; college degree preferred
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Strong skills in using customer service software and tools.
- Ability to multitask and manage time effectively.
- A positive and professional demeanor.
Compensation & Benefits
The base salary/hourly wage that we reasonably expect to pay for this role is: $19.50
The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate’s skills, education, experience, etc.
Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.
Regular full-time employees are eligible for benefits - see here.
Regular full-time employees are eligible for benefits - see here.