Product Support Analyst at Q2

| Austin | Remote
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Company Overview

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.

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Technology we use

  • Engineering
  • Product
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • TeradataDatabases
    • ConfluenceManagement
    • TrelloManagement
    • WrikeManagement

Location

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

An Insider's view of Q2

What are some social events your company does?

We host a variety of fun events appealing to our community of interest groups, ranging from an annual Dodgeball tournament benefiting JDRF Austin, to celebrating Diwali, to quarterly culture events following our townhalls that include something for everyone!

Kelley

Sr. Community & Culture Champion

How has your career grown since starting at the company?

I started on Helpdesk, after 2 years got training and certification as Salesforce Administrator, now working in that role at Q2.

Andy

Salesforce Admin.

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

What are Q2 Perks + Benefits

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
Someone's primary function is managing the company’s diversity and inclusion initiatives
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) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
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
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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