Product Support Specialist

About the Role:

Upgrade is seeking a Product Support Specialist to join our team in Phoenix, AZ. The Product Support Team supports the account servicing organization by providing support on post-issuance products that depend on Spectrum and Agent tool components. The Product Support role is responsible for supporting the organization’s main CRM/loan management software. Reporting to the Product Servicing Manager, this individual contributor will engage with various partners to troubleshoot issues by testing in the sandbox environments, maintain reports, provide data for research, and analyze complex data that lead to solutions in the short term that may lead to long term projects and initiatives.

What You’ll Do: 

• Act FAST to identify and troubleshoot issues to develop immediate workarounds that will resolve account issues and mitigate regulatory risks
• Builds productive internal relationships with peer-level positions by working cross-functionally to synthesize data and develop product features that improve the borrower experience
• Collaborate with Stakeholders and Business Partners to HELP managing and documenting configuration to support Upgrade’s servicing platform
• Develop internal job aides, procedures and process flows with the purpose of training internal departments on new features and provide ongoing support.
• Identify, assess, recommend, and support the implementation of IMPROVEments to core processes
• OWN newly released features and servicing-related processes
• Analyze borrower feedback and internal stakeholder requests to prioritize product defects

What We Look For:

• 1-2 years of relevant work experience, preferably in financial services / fintech space
• Ability to effectively prioritize multiple responsibilities and schedule requirements to meet deadlines
• Ability to work independently but a team player who can effectively collaborate across multiple groups
• Adaptable and flexible to changes in business needs as it relates to the role and daily responsibilities
• Advanced technical skills including proficiency in Microsoft, Google Suite, data mining tools, and/ or statistics with the aptitude to learn new programs
• Collaborative, non-confrontational, well-thought-written, and verbal communication style that promotes growth and partnership
• Experience interpreting rules and guidelines for appropriate decision-making 
• Highly adaptable to an ever-changing environment
• Positive attitude 
• Proven track record of meeting and exceeding expectations
• Self-starter with the ability to thrive with minimal supervision
• Strong attention to detail
• Superior written and verbal communication skills with the ability to analyze data to clearly and concisely convey operational successes, trends, and opportunities

What We Offer You: