Job description
Q2 is seeking an Associate/ Intermediate 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 shift rotational across 24x7 and 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
Working the US business hours (India night-time is a must ask)
EXPERIENCE AND KNOWLEDGE:
Typically requires a Bachelors degree in (relevant degree) or equivalent experience and may require up to 2 years of related experience; or an advanced degree without experience.
Must have at least two years of previous phone technical support experience
Intermediate skills at SQL
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
Role: Technical Operations (Tech Ops)
Industry Type: Banking
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations Support
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
Health insurance Career developmentApplication supportWindows OSNetworkingWellnessCustomer serviceTechnical supportApplication Support AnalystSQL