Q2 is seeking an Application Support Analyst to work with external customers by providing technical support for the Q2 product. This is a technical support role that requires front and back end application troubleshooting at every layer as well as a customer-centric personality. Qualified candidates must have experience with phone-based application support, strong communication and organization skills, and must pay close attention to detail. Familiarity with SQL and Windows OS/Server troubleshooting is preferable.
* Provide first-line telephone technical support for the Q2 Solution * Troubleshoot/resolve basic customer problems * Answer phone calls in a high-paced environment within acceptable service levels * Accurately record cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic details * Accurately establish and record case priority * De-escalate customer concerns and provide resolution * Use available tools, procedures, instructions, and documents to resolve technical problems * Maintain in-depth knowledge of Q2 Solution usage to answer "how to" questions and provide step-by-step instructions to customers * Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts * Manage an individual open case queue * May receive escalated cases and tasks from customers or management, and must prioritize accordingly * Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines * Develop and maintain effective relationships with customers * Follow internal change control process to implement any required product modifications * Often make data or configuration edits in a production environment, requiring extreme care and attention to detail * Participate in rotating 24x7 "on call" support coverage for all issues * Communicate customer status, concerns, and issues to the Support Management as needed * Work closely with employees in other functions, such as implementations and development * Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
EXPERIENCE AND KNOWLEDGE:
* Typically requires six to twelve months of previous phone technical support experience * Knowledge of SQL required * Understanding of remote tools and basic networking required * Previous enterprise/mid-sized application support or delivery experience preferred * Excellent communication and organizational skills required * Ability to quickly learn new technologies and programs * Previous customer service experience preferred; Must have ability to provide assistance to customers in a respectful, helpful manner * Knowledge of banking practices and Salesforce is helpful
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