Q2
#Q2Peeps
Austin, TX

Application Support Analyst at Q2 (Austin, TX)

| Austin
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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 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 rotating 24x7 “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

EXPERIENCE AND KNOWLEDGE:

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

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.

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Where we are

Our HQ is in North Austin, near Lakeline Mall area with easy access to multiple highways and the Toll road.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • CSSLanguages
    • SassLanguages
    • jQueryLibraries
    • ReactLibraries
    • LodashLibraries
    • VuexLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Ember.jsFrameworks
    • JestFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • Vue.jsFrameworks
    • CypressFrameworks
    • DockerFrameworks
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    • KafkaFrameworks
    • OAuthFrameworks
    • TerraformFrameworks
    • ElasticsearchDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • GitLabServices
    • GitHubServices
    • Microsoft AzureServices
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
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What are Q2 Perks + Benefits

Q2 Benefits Overview

At Q2 we celebrate and recognize our success is based on the well being of our people. Q2 invests in robust employee health and welfare benefits including generous PTO, HSA Match Program, 401K Match program, Family Planning and Parental Leave benefits, along with a Hybrid Work Environment.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Q2 also hosts various employee recognition events & activities including:
* Dodgeball for Charity!
* Annual Employee Appreciation Day
* Our Annual Circle of Awesomeness Celebration (A full day's celebration of employee awards)
* Community Involvement Activities (#Q2Spark)
* You Earned it! Employee Rewards Program: These are points given from peer to peer recognizing employees for work well done. These points are redeemed for products, or converted into cash donations for various charities of choice, or given to as cash donation to our employee compassion fund.

An Insider's view of Q2

What are some social events your company does?

It's all about the Dodgeball ! We host a HUGE Dodgeball event fundraising for charity. Last year we served the Juvenile Diabetes (JDRF) in Austin. Other companies play for charity with us. We have quarterly events after our townhall company mtgs., community events, and employee recognition events like our "Circle of Awesomeness" celebration!

Kelley

Sr. Community & Culture Champion

How do you collaborate with other teams in the company?

We have such a collaborative and friendly environment, it's truly authentic and very different from other companies. We're genuinely happy to invest in each other's success and our ability to learn (both technically and personally ) as a team. Q2'ers are really good people I admire and have fun with, at work and socially.

Mo

Staff Software Engineer

How has your career grown since starting at the company?

I started out as an individual contributor, ultimately finding my passion as a Product Management Leader. Leadership here including SVPs, VPs and Directors in our Product and Engineering groups show a genuine and active interest in mentoring to aid in our career growth. I also like our “Q2 EDU” learning platform.

Clayton

Manager, Product Management

How do your team's ideas influence the company's direction?

It's important to see yourself as being part of something bigger then ourselves. Learning about people, and not just the work they're doing, but who they are, helps you become an empathetic and more effective leader. Tapping into what people *love* doing, and finding opportunities to match their passion and skills in their work is what we do!

Sherril

VP, Product and Engineering

How would you describe the company’s work-life balance?

I had no idea when I decided to come to Q2 how much fun working here would be. While we work hard to drive big results, we also find opportunities to have a great time. This is the first work environment where I truly feel that I have found a supportive work family.

Taylor

HR Business Partner

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