Application Support Analyst at Q2

Lincoln, Nebraska, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Digital Banking, Financial TechnologyIndustries

Requirements

At least one year of previous phone technical support experience
Understanding of SQL or other troubleshooting languages (highly preferred)
Understanding of remote tools and basic networking
Previous enterprise/mid-sized software support or delivery experience (preferred)
Excellent communication and organizational skills
Ability to work quickly in a high-paced environment
Strong attention to detail
Customer-centric personality
Familiarity with Windows OS/Server troubleshooting (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
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
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 daily
Receive escalated cases and tasks from customers or management and prioritize accordingly
Escalate unresolved problems to appropriate resources and departments per guidelines
Develop and maintain effective relationships with customers
Follow internal change control process to implement required product modifications
Occasionally assist with testing emergency product fixes from Product Development
Make data or configuration edits in a production environment with extreme care
Ensure adherence to all security, availability, confidentiality, and privacy policies and controls
Participate in rotating 24x7 “on call” support coverage
Communicate customer status, concerns, and issues to Operations Management as needed
Work closely with employees in other functions, such as implementations and development

Skills

Key technologies and capabilities for this role

Technical SupportApplication TroubleshootingPhone SupportCustomer ServiceWindows OSWindows ServerCase ManagementCommunication SkillsOrganization Skills

Questions & Answers

Common questions about this position

What benefits does Q2 offer its employees?

Q2 invests in employee growth through ongoing learning opportunities, mentorship programs, internal mobility, and leadership relationships. They celebrate employees with events like the 'Circle of Awesomeness' award ceremony, a day of employee celebration, and an annual Dodgeball for Charity event.

What skills are required for the Application Support Analyst role?

Candidates need experience with phone-based application support, strong communication and organization skills, and close attention to detail. Familiarity with Windows OS/Server troubleshooting is preferable.

Is the Application Support Analyst position remote?

This information is not specified in the job description.

What is the salary for the Application Support Analyst role?

This information is not specified in the job description.

What makes a strong candidate for this Application Support Analyst position?

A strong candidate will have experience in phone-based technical support, a customer-centric personality, strong communication and organization skills, attention to detail, and preferably familiarity with Windows troubleshooting.

Q2

Digital banking solutions for financial institutions

About Q2

Q2 provides digital banking solutions tailored for regional and community financial institutions, alternative finance and leasing companies, and other financial technology firms. Their products include a range of digital banking services, banking as a service, and lending and leasing options that allow users to conduct transactions and interact with their financial institutions from any device, at any time. What sets Q2 apart from its competitors is its focus on empowering community banks and credit unions, helping them enhance their digital presence and improve user engagement. The company's goal is to strengthen diverse communities by supporting the financial institutions that serve them, enabling these institutions to grow and adapt beyond traditional limits.

Austin, TexasHeadquarters

2004Year Founded

$40.1MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Professional Development Budget

Risks

Increased competition from fintechs could erode Q2's market share.

Rapid technological changes may outpace Q2's innovation capabilities.

Economic downturns could reduce financial institutions' spending on digital transformation.

Differentiation

Q2 offers a comprehensive suite of digital banking solutions for financial institutions.

Q2's Partner Accelerator Program enables rapid deployment of fintech integrations.

Q2 Engage focuses on personalized consumer banking experiences to enhance user engagement.

Upsides

Q2 powers 60% of Forbes' America's Best Banks, showcasing its solution effectiveness.

Integration with AI platforms like Personetics enhances personalized customer engagement.

Q2's platform helps financial institutions grow deposits without relying on interest rates.

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