Client Support Specialist

Tickets & Technical Support

• Triage and resolve client support tickets logged in HubSpot or escalated from live chat, responding on the CSM’s behalf when directed.
• Investigate issues thoroughly — logs, screenshots, reproduction steps — and submit fully documented bugs to engineering via ClickUp.
• Manage parallel ticket workflows for client-facing support and internal engineering bugs, following up on both until resolved.
• Track open tickets on behalf of CSMs to ensure nothing falls through the cracks.
• Monitor ticket trends and recurring issues, flagging patterns to the CSM and leadership.

Client Setup & Integrations

• Configure new client environments end-to-end, including PMS integrations (Yardi, RealPage, AppFolio, Rent Manager, Entrata, and others).
• Set up admin and property accounts, vendor profiles, and inspection templates tailored to each client’s workflow.
• QA every setup before go-live, confirming accounts, permissions, integrations, and configurations are complete.
• Manage ongoing configuration for CSV-only clients, flagging volume or complexity issues to the CSM.

Audits & Account Health

• Run post-launch (30-day), monthly, and quarterly audits covering setup accuracy, adoption, and usage trends.
• Investigate integration logs to resolve any data discrepancies between AppWork and the client’s PMS.
• Audit account access and Make Ready Board configurations, surfacing findings and recommended fixes to the CSM.

Recurring Reporting & Live Support

• Prepare and QA weekly portfolio Insight Report emails for assigned clients before they go out.
• Field inbound client calls and HubSpot chat, providing live troubleshooting and refresher training.
• Cover CSM email and ticket queues during PTO or travel to maintain continuity with clients.

Outreach, Training & Knowledge

• Run adoption outreach (e.g., AppWork Obsession Plan calls, post-launch, check-ins).
• Build client-facing training/certification content and internal Knowledge Base articles for the CS team.
• Build and iterate on AI-powered tools and workflows that improve team efficiency.

Pay

The Pay Range For This Role Is 42,000 - 50,000 USD per year (New Jersey) 42,000 - 50,000 USD per year (Florida)