Associate Product Support Specialist - LiveEasy
AppFolio is a technology leader in the real estate industry, and they are seeking an Associate Product Support Specialist for their LiveEasy team. This role focuses on delivering high-impact solutions that simplify the moving and home-management journey for customers, emphasizing a customer-first approach and collaboration within the team.
Responsibilities
- Provide thoroughly researched information that meets established organizational benchmarks for reliability and serviceability
- Demonstrate a commitment to radical urgency by managing time effectively to ensure a 'Zero Wait' experience for every customer
- Prioritize a 'Listen First, Solve Second' approach to build trust and address the root cause of every inquiry with empathy and detail
- Aim for a 100% completion rate on all inquiries, actively seeking solutions and information synthesis rather than identifying barriers
- Participate in team huddles, share knowledge openly, and collaborate with teammates to maintain a clear and accurate internal database
Skills
- 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
- 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
Benefits
- Regular full-time employees are eligible for benefits
Company Overview
Company H1B Sponsorship