Q2 is seeking an Application Support Analyst to provide mid-level technical support to external customers using the Q2 Solution.

Requirements

Respond to inbound technical support calls for the Q2 Solution
Troubleshoot and resolve customer issues using documented tools and procedures
Accurately log all customer interactions, categorizing cases and capturing complete problem descriptions
Establish case priority and update customers throughout the resolution process
Provide clear, step-by-step guidance and “how-to” assistance for product usage
Handle a high volume of cases efficiently while maintaining quality and professionalism
Own and manage an open case queue; prioritize escalated issues appropriately
Escalate unresolved issues to appropriate internal teams per established guidelines
Collaborate with development, implementation, and QA teams to resolve complex cases
Make data or configuration changes in production environments with high attention to detail
Test emergency product fixes or updates from the Product Development team when needed
Follow internal change control procedures for implementing product modifications
Ensure all activities comply with company policies regarding security, confidentiality, and availability
Participate in rotating 24x7 on-call support coverage
Communicate key customer concerns and trends to Operations Management
Develop strong relationships with customers, promoting a high standard of service and professionalism

Benefits

Requirements

Respond to inbound technical support calls for the Q2 Solution

Troubleshoot and resolve customer issues using documented tools and procedures

Accurately log all customer interactions, categorizing cases and capturing complete problem descriptions

Establish case priority and update customers throughout the resolution process

Provide clear, step-by-step guidance and “how-to” assistance for product usage

Handle a high volume of cases efficiently while maintaining quality and professionalism

Own and manage an open case queue; prioritize escalated issues appropriately

Escalate unresolved issues to appropriate internal teams per established guidelines

Collaborate with development, implementation, and QA teams to resolve complex cases

Make data or configuration changes in production environments with high attention to detail

Test emergency product fixes or updates from the Product Development team when needed

Follow internal change control procedures for implementing product modifications

Ensure all activities comply with company policies regarding security, confidentiality, and availability

Participate in rotating 24x7 on-call support coverage

Communicate key customer concerns and trends to Operations Management

Develop strong relationships with customers, promoting a high standard of service and professionalism