Application Support Analyst

What you'll do

• Respond to inbound technical support calls for the Q2 Solution.
• Troubleshoot and resolve customer issues using documented tools and procedures.
• Log all customer interactions accurately by categorizing cases and capturing detailed problem descriptions.
• Provide step-by-step guidance and "how-to" assistance for product usage.
• Manage an open case queue while prioritizing escalated issues appropriately.
• Make data or configuration changes in production environments with high attention to detail.
• Test emergency product fixes or updates from the Product Development team.
• Participate in rotating 24x7 on-call support coverage.

What we're looking for

• Bachelor's degree in a relevant field or equivalent work experience.
• 2–4 years of technical phone support experience or an advanced degree with relevant exposure.
• Must be authorized to work for any employer in the U.S.
• Fluent written and oral communication skills in English.
• Experience supporting enterprise or mid-sized software applications (preferred).
• Experience in fraud related support (strongly preferred).
• Familiarity with Windows OS, Windows Server troubleshooting, SQL, and remote support tools.
• Customer service experience, troubleshooting experience, and banking domain knowledge are advantageous.