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 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 SolutionTroubleshoot/resolve basic customer problemsAnswer phone calls in a high-paced environment within acceptable service levelsAccurately record cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic detailsAccurately establish and record case priorityDe-escalate customer concerns and provide resolutionUse available tools, procedures, instructions, and documents to resolve technical problemsMaintain in-depth knowledge of Q2 Solution usage to answer “how to” questions and provide step-by-step instructions to customersThoroughly document all research/conversations utilizing a case tracking systemProvide regular updates to customers regarding ongoing troubleshooting and resolution effortsManage an individual open case queue, while being assigned new cases on a daily basisMay receive escalated cases and tasks from customers or management, and must prioritize accordinglyEscalate unresolved problems to the appropriate resources and departments in accordance with published guidelinesDevelop and maintain effective relationships with customersFollow internal change control process to implement any required product modificationsOccasionally assist with testing emergency product fixes received from Product Development, as neededOften make data or configuration edits in a production environment, requiring extreme care and attention to detailResponsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to.Participate in rotating 24x7 “on call” support coverage for all issuesCommunicate customer status, concerns, and issues to the Operations Management as neededWork closely with employees in other functions, such as implementations and development

EXPERIENCE AND KNOWLEDGE:

Must have at least one year of previous phone technical support experienceUnderstanding of remote tools and basic networking requiredPrevious enterprise/mid-sized software support or delivery experience preferredExcellent communication and organizational skills requiredAbility to quickly learn new technologies and programsPrevious customer service experience preferred; Must have ability to provide assistance to customers in a respectful, helpful mannerKnowledge of Banking practices is helpfulSome troubleshooting experience preferred

This position requires fluent written and oral communication in English.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Health & Wellness

Hybrid Work Opportunities

Flexible Time Off 

Career Development & Mentoring Programs 

Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents 

Community Volunteering & Company Philanthropy Programs 

Employee Peer Recognition Programs – “You Earned it”

Click here to find out more about the benefits we offer.

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, and The Trevor Project, 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.