Upgrade is a fintech unicorn founded in 2017. In the last four years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $7 billion in affordable and responsible credit. Our innovative Upgrade Card combines the flexibility of a credit card with the low cost of an installment loan. Our latest offering, Rewards Checking, gives customers access to no-fee checking accounts with 2% cash back rewards on common everyday spending. Learn more about the team.

Upgrade has been named a “Best Place to Work in the Bay Area” by the San Francisco Business Times and Silicon Valley Business Journal 3 years in a row, and received “Best Company for Women” and “Best Company for Diversity” awards from Comparably. Upgrade has been included in the 2021 Inc. 5000 list of the fastest-growing private companies in America.

We are looking for new team members who get excited about designing and implementing new and better products to join a team of 750 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

This position is 100% remote in the United States. Unfortunately at this time we cannot consider international applicants or relocation for this position.

What You'll Do:

• Serve as the main point of contact for our investor team and external clients to connect to our systems.
• Resolve technical issues with clients connecting to our services, providing exceptional service via chat, email, and phone.
• Engage with internal teams to ensure client setups are completed and validated.
• Communicate progress and resolution of issues with internal and external teams to ensure necessary relevant information is delivered in a timely fashion. 
• Proactively monitor and respond to critical support issues in queue. 
• Update and maintain documentation for internal and external content. 
• Available to work a flexible, full-time 40 hour / week schedule with some on-call rotation required.

What We Look For:

• 3+ years of experience in an IT desktop support position. 
• 1+ years of experience in a client-facing role (preferred). 
• Experience using tickets systems and following best practices, workflows and standards with systems such as Jira or Zendesk.
• Experience with FTP programs like Filezilla, WinSCP, Cyberduck. 
• Basic networking knowledge. 
• Knowledge of modern OS (Windows 10 and macOS) and Linux OS knowledge is a plus.
• Strong organizational, written and oral communication skills.
• Outstanding troubleshooting, prioritization and multitasking skills.
• Positive can-do and solutions-oriented attitude. 

What We Offer You:

• Competitive salary and stock option plan.
• 100% paid coverage of medical, dental and vision insurance.
• Unlimited vacation.
• Learning stipend for personal growth and development.
• Paid parental leave.
• Health & Wellness Initiatives.

Interested in joining Upgrade but don't think this role is for you? Check out our careers page!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.