Application Support Analyst
Austin, TX

Job Description

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.

RESPONSIBILITIES:

* 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