Associate Application Support Analyst

Q2 is seeking an Associate Application Support Analyst to handle inbound calls from external customers seeking technical support for the Q2 Solution. This is a technical support role that requires mid-sized application troubleshooting and support 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 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
• Thoroughly document all research/conversations utilizing a case tracking system
• Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts
• Manage an individual open case queue, while being assigned new cases on a daily basis
• 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
• Occasionally assist with testing emergency product fixes received from Product Development, as needed
• Often make data or configuration edits in a production environment, requiring extreme care and attention to detail
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.
• Participate in rotating 24x7 “on call” support coverage for all issues
• Communicate customer status, concerns, and issues to the Operations Management as needed
• Work closely with employees in other functions, such as implementations and development
• Required to work US hours [6:30 PM-3:30 AM]
• Typically requires 0-2 years of experience; advanced degree with no experience or equivalent work experience
• Understanding of remote tools and basic networking required
• Previous enterprise/mid-sized software 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 is helpful
• Some troubleshooting experience preferred