Product Support Specialist

*We are only considering candidates that are based in BC, Canada

Our mission is to provide a positive, empowering, and transparent property financing experience that is simple from start to finish. Our team consists of skilled technology experts, caring mortgage specialists, and a diverse marketing team, all working together to lead change in the mortgage industry.

At nesto, we're proud of

Our clients love our positive, empowering, and transparent mortgage financing experience. Our 4.5-star Google reviews speak for themselves! We won the 2023 & 2024 CLA Lender of the Year award, recognizing our excellence in lending services. We are a B Corp certified organization, highlighting our dedication to making a positive impact on our society and our planet. Our highly skilled, diverse, and collaborative team makes everything possible!

Our Mortgage Cloud platform gives financial institutions full access to nesto’s proprietary technology, powering a better client experience, from start to finish.

About the team

Several tech projects are progressing in parallel at a high delivery pace. Structured into squads, the tech team is working on different products and nesto experiences based on strong algorithms and AI to meet business objectives. Our technology stack allows customers to shop for and access mortgage products by enabling them to complete their mortgage applications and transactions digitally.

The Product Support team's goal is to create an efficient bridge between the engineering team and operations. Frontline agents need to know they can rely on a team of experienced support agents in case of issues or incomprehension with our product. You will be directly involved with the engineering department and will familiarize yourself with the development process and our agile methodology.

What you'll be doing

1. Perform technical troubleshooting with remote employees.
2. Document and resolve internal requests.
3. Implement new processes.
4. Provide articles for the help center.
5. Fulfill a list of tasks related to Product Support.
6. Be on call 24/7 for emergencies.
7. Redirect requests to different teams.

Who we're looking for

1. 1 or 2 years of professional experience in a similar role.
2. Excellent troubleshooting skills.
3. Experience with a ticketing system.
4. Experience with Apple and Microsoft OS.
5. Fluent in English.
6. You like the idea of joining a startup with a fast-growing team.
7. You are self-driven and enjoy fast-paced teams and environments.
8. You pay attention to detail.
9. Experience with Service Level Agreements.

What we offer

1. Contribute directly to shaping the experience that modernizes the Canadian mortgage industry.
2. Take advantage of nesto's employee mortgage program that provides our employees with the best, exclusive, preferred low rates.
3. Benefit from a generous time-off policy including 4 weeks vacation per year.
4. Enjoy a premium benefits plan fully paid by nesto, including a top-class insurance plan and unlimited access to telemedicine and mental health service, for you and your family from day 1.
5. Access to an annual health and wellness budget.
6. Take your work internationally with our temporary international work program.

Diversity & Inclusion

At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all.