Q2 · 5 hours ago
Application Support Analyst
Lincoln, NE
Full-time
Hybrid
Entry Level
$58K/yr - $74K/yr
1+ years expQ2 is a leading provider of digital banking and lending solutions, committed to building strong communities through innovative financial technology. They are seeking an Application Support Analyst to provide technical support for the Q2 Solution, requiring excellent communication skills and a customer-centric approach.
FinanceFinTechFinancial Services
No H1B
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
Qualification
Required
Typically requires less than 1 year of related experience
Understanding of remote tools and basic networking required
Excellent communication and organizational skills required
Ability to quickly learn new technologies and programs
This position requires fluent written and oral communication in English
Applicants must be authorized to work for any employer in the U.S
Preferred
Understanding of SQL or other troubleshooting languages is highly preferred
Previous enterprise/mid-sized software support or delivery experience preferred
Previous customer service experience preferred; Must have ability to provide assistance to customers in a respectful, helpful manner
Knowledge of Banking practices is helpful
Benefits
Hybrid Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”
Company
Q2 is a Financial Services company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jonathan Price
Chief Financial Officer
Himagiri Mukkamala
Chief Operating Officer
Recent News
2025-11-18
Company data provided by crunchbase