Job Description
Job Description
Q2 is seeking an Associate Application Support Specialist 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.
Skills needed:
Minimum 1 year of experience in SQL.
Excellent communication.
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 two years of previous phone technical support 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
Note:
This is a night shift (Allowance included) and work mode is working from Bangalore office
Q2 is seeking an Associate Application Support Specialist 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.
Skills needed:
Minimum 1 year of experience in SQL.
Excellent communication.
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 two years of previous phone technical support 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
Note:
This is a night shift (Allowance included) and work mode is working from Bangalore office
💡 Quick Summary
Seeking a career-building opportunity? The Online Banking Support Analyst position is now open for candidates interested in the Bank Jobs sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.