{"id":3433905,"url":"https://alion.io/job/upgrade-merchant-support-specialist-2","title":"Merchant Support Specialist","company":{"id":20596,"name":"Upgrade","domain":"upgrade.com","url":"https://alion.io/company/upgrade","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Phoenix, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":24,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":48000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T22:05:56Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T10:58:02Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About the Role:\nWe are seeking a self-motivated and hardworking Merchant Support Specialist to join our dynamic team. This role plays a crucial part in assisting our sales team by managing high call volumes and handling both inbound and outbound calls from contractors and consumers. You will address inquiries related to product troubleshooting, login issues, and general assistance, providing a professional and efficient support experience.\nPosition Details:\nPay: $24.00/ hour\nStart Date: November, 30th\nWhat You'll Do:\nMake informed decisions on loan applications based on established guidelines and criteria, demonstrating a keen attention to detail and responsibility.\nDeliver exceptional customer service by understanding and resolving issues promptly, ensuring a positive experience for every customer interaction.\nGuide and assist merchants through our platform's onboarding process, offering step-by-step support and addressing any concerns they may have.\nExecute various call campaigns with a focus on engaging contractors and consumers, effectively promoting new features, updates, or special offers in a high-volume environment.\nRespond to customer inquiries received via email with professionalism, maintaining high standards in written communication and swift issue resolution.\nWork closely with product development, sales, and marketing teams to escalate complex issues and provide valuable insights based on customer feedback.\nActively seek ways to enhance customer satisfaction, address pain points, and contribute to the growth and improvement of the support team.\nWhat We Look For:\nProven experience in a call center environment, demonstrating success in managing high call volumes.\nStrong verbal and written communication skills, with the ability to explain technical concepts clearly and professionally.\nExceptional problem-solving skills and the ability to remain calm and composed under pressure.\nA collaborative spirit, thriving when working with cross-functional teams to achieve success.\nAdaptability and resilience in a changing environment, with a willingness to embrace challenges and drive improvement.\nAn empathetic and patient attitude towards customers, ensuring every interaction is positive and supportive.\nA strong work ethic and a desire to exceed expectations consistently.\nWhat We Offer You: \nGreat open office space\nPaid time off (PTO)\n401K matching\nMedical, dental and vision insurance with employer paid options\nConveniently located in the heart of Downtown Phoenix close to light rail and public transportation\nPaid parking or platinum pass\nNew Hire Training Program\nWellness Incentive Program\nKitchen fully stocked with snacks and beverage\nFor California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.\nEnvironmental & Working Conditions\nWork is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.\nEmployees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.\nThe role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.\nJob duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.\nWork may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.\nEmployees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.\nReasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.\nWe 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.\nUpgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.","description_format":"text","description_chars":5456,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Digital Banks & Neobanks","Consumer Loans & Pawnshops","Buy Now, Pay Later"],"lifecycle":[{"event":"open","at":"2026-10-29T01:56:37Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 37 · green card filings: 16","filings_12m":37,"filings_prev_12m":39,"green_card_filings_12m":16,"median_offered_wage_usd":160047,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":35,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":{"stated_usd_annual":48000,"is_top_pay":false},"html_url":"https://alion.io/job/upgrade-merchant-support-specialist-2","json_url":"https://alion.io/job/upgrade-merchant-support-specialist-2.json","meta":{"generated_at":"2026-11-01T12:12:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18814,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":20596},"rest":"https://alion.io/mcp/rest/get_company?id=20596"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fupgrade-merchant-support-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fupgrade-merchant-support-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fupgrade-merchant-support-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/upgrade-merchant-support-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fupgrade-merchant-support-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3433905}},{"tool":"search_jobs","arguments":{"company":"upgrade.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3433905},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}