Application Support Analyst

Q2 is seeking an Application Support Analyst to provide technical support to external customers using Q2 Solution. The role involves phone-based troubleshooting, case documentation, and issue resolution across mid-sized applications. Familiarity with Windows OS/Server and SQL is preferred.

Requirements

• Provide first-line telephone technical support for Q2 Solution
• Troubleshoot and resolve basic customer problems in a timely manner
• Accurately record, categorize, and document all customer interactions using a case tracking system
• Establish case priorities and provide regular updates on open issues
• De-escalate customer concerns and manage expectations
• Use available tools, procedures, and documentation to resolve technical problems
• Provide step-by-step guidance and “how-to” assistance to customers
• Manage individual open case queue and handle new assignments daily
• Escalate unresolved issues to appropriate teams per guidelines
• Perform data or configuration changes in production environments with high attention to detail
• Test emergency product fixes from the development team when required
• Follow internal change control procedures for product modifications
• Ensure compliance with security, availability, confidentiality, and privacy policies
• Collaborate with internal teams (implementation, development, etc.)
• Communicate key customer issues to Operations Management as needed

Benefits

• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits
• Generous Paid Parental Leave
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs