Online Banking Support Analyst

As passionate about our people as we are about our mission.

What We’re All About

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

Q2 is seeking an Associate Application Support Specialist 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

• 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.
• Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts
• Participate in rotating 24x7 “on call” support coverage for all issues
• Answer phone calls in a high-paced environment within acceptable service levels
• De-escalate customer concerns and provide resolution
• Occasionally assist with testing emergency product fixes received from Product Development, as needed
• Develop and maintain effective relationships with customers
• Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines
• May receive escalated cases and tasks from customers or management, and must prioritize accordingly
• Thoroughly document all research/conversations utilizing a case tracking system
• Communicate customer status, concerns, and issues to the Operations Management as needed
• Maintain in-depth knowledge of Q2 Solution usage to answer “how to” questions and provide step-by-step instructions to customers
• Manage an individual open case queue, while being assigned new cases on a daily basis
• Work closely with employees in other functions, such as implementations and development
• 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
• Use available tools, procedures, instructions, and documents to resolve technical problems
• Troubleshoot/resolve basic customer problems
• Follow internal change control process to implement any required product modifications
• Provide first-line telephone technical support for the Q2 Solution
• Accurately establish and record case priority

Experience And Knowledge

• Excellent communication and organizational skills required
• Previous enterprise/mid-sized software support or delivery experience preferred
• Ability to quickly learn new technologies and programs
• Understanding of remote tools and basic networking required
• Knowledge of Banking practices is helpful
• Previous customer service experience preferred; Must have ability to provide assistance to customers in a respectful, helpful manner
• Must have at least two years of previous phone technical support experience
• Some troubleshooting experience preferred

Health & Wellness

• Career Development & Mentoring Programs
• Employee Peer Recognition Programs – “You Earned it”
• Community Volunteering & Company Philanthropy Programs
• Flexible Time Off
• Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents
• Hybrid & Remote Work Opportunities
• Generous Retirement Benefit Plans, including a company-matching HSA program.

How We Give Back To The Community

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page. Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, Code2College, and YearUp, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.