p style="text-align:inherit"/>RESPONSIBILITIES • 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 • Participate in 24x7 rotational shifts and “on-call” coverage EXPERIENCE AND KNOWLEDGE • Bachelor’s degree in a relevant field or equivalent experience (0–2 years); advanced degree holders may apply with no experience • Intermediate SQL skills required • Understanding of remote support tools and basic networking concepts • Previous experience in software support or delivery (enterprise/mid-sized preferred) • Strong verbal and written communication skills • Excellent organizational skills and attention to detail • Ability to quickly learn new software and technologies • Customer service experience preferred; must demonstrate a respectful and helpful approach • Troubleshooting experience is a plus • Knowledge of banking practices is helpful.
Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally.