Associate Application Supp

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]

EXPERIENCE AND KNOWLEDGE:

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