Application Support Analyst

Position Overview

• Location Type: [Not Specified]
• Job Type: Full-time
• Salary: [Not Specified]

Q2 is seeking an Application Support Analyst to support complex issues, troubleshoot problems within various internal and external customers, and configure and maintain software platforms within production environments. The Application Support Analyst will also engage in the massaging of data through various scripting techniques, insert data into MS SQL database via TSQL, move data from customers to 3rd party vendors, process improvement, customer service and more. As a member of the team, the Specialist will enhance the value of the Q2 solution by repairing, maintaining, and improving the efficiency of custom software component installations and configurations within a production environment.

About Q2

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

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 through outbound calls and case comments
• 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

Requirements

• Must have at least one year of previous [Not Specified]