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Product Support Analyst
Product Support Analyst
Upgrade, Inc.
Phoenix, US
Career-pivot friendly
Why this role
Pace
Varied
Collaboration
High
Autonomy
Medium
Decision Impact
Team
Role Level
Individual Contributor
Career Pivot Friendly
Welcomes transferable skills
What success looks like
identify root cause of issues and customer pain points
improve customer support
Typical background
Bachelor’s degree in Business, Computer Science, or related field
Transferable backgrounds
Skills & requirements
Required
SQL
data analysis
customer experience
product support
Preferred
product management
loan products
Stack & domain
Sql
Critical thinking
Communication
Customer support
Product management
About the role
What You’ll Do
Identifying root cause of issues and customer pain points through our platform’s core services.
Monitor key systems for Upgrade across operational areas including verifications, servicing, and customer support.
Gather anecdotal and quantitative data across Upgrade’s proprietary back-end tools and third party system integrations.
Work closely with the operations and product teams to identify, troubleshoot and route issues across different areas.
Collaborate with customer experience teams to understand and create user stories to provide feedback to product teams.
Act…
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Apply on Upgrade, Inc. site