Product Support Analyst

Upgrade is seeking a Product Support Analyst to join their team in Phoenix. The Product Support Analyst will play a crucial role in identifying the root cause of issues and customer pain points across Upgrade's platform. This involves monitoring key systems, gathering data, and collaborating with operations and product teams to troubleshoot and resolve issues.

The Product Support Analyst will also work closely with customer experience teams to understand user stories and provide feedback to product teams. They will serve as the operational subject matter expert for Upgrade’s proprietary back-end tools, perform incident management, and communicate improvement opportunities to customer-facing teams.

Upgrade values diversity and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

What this role involves:

• Identifying root cause of issues and customer pain points
• Monitoring key systems for Upgrade across operational areas
• Gathering anecdotal and quantitative data across Upgrade’s tools
• Collaborating with operations and product teams
• Acting as the operational subject matter expert
• Performing Incident management and escalation of issues
• Communicating with customer-facing teams

Requirements:

• Strong passion for delivering customer-centric outcomes
• Critical thinking skills
• Strong understanding and applied use of SQL
• Ability to synthesize complex data into actionable goals
• Ability to discern system, user error, procedural and product-related issues
• Ability to field product related questions across Operations
• Ability to learn data and system tools for troubleshooting

What Upgrade offers:

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Competitive 401(k) and RRSP program
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives