• Job Description

  Req#: REQ-11328

  As passionate about our people as we are about our mission.

  What We’re All About :

  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.

  The Job At-A-Glance:

  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.

  A Typical Day:

  • 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

  Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

  • Must have at least one year of previous phone technical support 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

  This position requires fluent written and oral communication in English.

  Health & Wellness

  • Hybrid Work Opportunities

  • Flexible Time Off

  • Career Development & Mentoring Programs

  • Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents

  • Community Volunteering & Company Philanthropy Programs

  • Employee Peer Recognition Programs – “You Earned it”

  Click here to find out more about the benefits we offer.

  How We Give Back to the Community:

  You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page . Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, and The Trevor Project, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.

  At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

• About the company

  Leading provider of secure, experience-driven digital banking solutions #Q2PeepsRule #Come2Q2

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