- 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:
- Typically requires a Bachelors degree in (relevant degree) or equivalent experience and 2-4 years of related experience; or an advanced degree with no experience
- 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
- Some troubleshooting experience preferred
