Product Support Analyst at Q2
PrecisionLender’s pricing and profitability platform helps commercial bank relationship managers make smart, real-time pricing decisions and deliver superior customer service. Andi®, our virtual pricing analyst, uses artificial intelligence to glean and deliver insights from the thousands of deals priced daily in the platform. Using PrecisionLender, banks grow faster with stronger and more profitable relationships. Our product is used globally by 200+ banks and 10,000+ relationship managers to price more than $1 trillion in commercial loans.
As a Product Support Analyst, you’ll be part of the larger PrecisionLender Product Organization and use your expert knowledge of PrecisionLender’s platform to not only provide our clients with excellent support but also to find ways to improve our product and processes as part of the customer journey. You'll work closely with our software engineers and product managers, as well as cross-functionally with our client delivery teams.
We’re not a call center, and we don’t have tiered support. You’ll be empowered to take our clients’ needs and suggestions and act on them. You'll be surrounded by "A players" who expect you to perform at their level every day, and you will have the very best supporting cast to bring your greatest ideas to life.
What You'll Be Asked To Do:
Answer client questions on product features and configurations by phone and email, and work cross-collaboratively with various teams to do so
Help provide users with best practices for using the core PrecisionLender application and accompanying modules
Troubleshoot reported bugs and review requests for new product features and help prioritize
Maintain ongoing process documentation such as troubleshooting steps for support tickets
Write and maintain self-service articles for our Knowledge Base
Work on a myriad of different cross-functional projects and assignments to help drive value for our clients.
You're Awesome At Being:
A great communicator. You have the gift of explaining complicated things simply with your stellar written and verbal communication skills.
Empathetic. You care deeply about the client and providing the best possible support and experience. You're warm, friendly, a fantastic listener, and most importantly, humble.
Detail-oriented. You understand that details matter and can make or break the customer experience.
A learner. You have an enthusiasm for growth and work continuously to hone your skills and improve your knowledge.
Driven, persistent, and resourceful. You are a natural problem solver who doesn't give up when you don't know the answers right away. Then, you take it a step further to ensure you're solving the problem holistically.
Biased towards action. You look for ways to make our processes and product better, and then you make those plans reality, both individually and as a team.
Embracing of and quickly adaptive to change. We constantly push to make things better and do our best to improve every day.
Your Experience, Skills & Education:
Typically a minimum of 5+ years of related experience with a bachelor's degree or equivalent work experience providing exceptional customer service
Understanding of remote tools required
Ability to learn new technology and systems quickly
Troubleshooting experience preferred
Experience in software and/or banking is a plus
Experience with HTML, CSS, Python, and/or Typescript is a plus
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.