Application Support Analyst

Job Description

Q2 is seeking an 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 rotati on covering 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)