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 ServicesIndustries

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
Strong communication and organization skills
Close attention to detail
Customer-centric personality
Familiarity with Windows OS/Server troubleshooting (preferable)

Responsibilities

Provide first-line telephone technical support for the Centrix software 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
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 Centrix software 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 daily
Receive escalated cases and tasks from customers or management, and prioritize accordingly
Escalate unresolved problems to the appropriate teams 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
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 Operations Management as needed
Work closely with employees in other functions, such as implementations and development
Ensure that all security, availability, confidentiality and privacy policies and controls are adhered to

Skills

Windows OS

Windows Server

Troubleshooting

Technical Support

Phone Support

Customer Support

Application Support

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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