Q2 Software is seeking an Application Support Analyst for its Centrix Operations Team in our Lincoln Development and Operations Center. This role will handle inbound calls from external customers seeking technical support for the Q2 Centrix software 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.
RESPONSIBILITIES:
· Provide first-line telephone technical support for the Centrix software 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 Centrix software 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 daily
· May receive escalated cases and tasks from customers or management, and must prioritize accordingly
· Escalate unresolved problems to the appropriate teams 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
· Make data or configuration edits in a production environment, requiring extreme care and attention to detail
· 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
· Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
EXPERIENCE AND KNOWLEDGE:
· Some previous phone technical support experience is preferred
· Understanding of remote tools and basic networking preferred
· 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 assist customers in a respectful, helpful manner
· Knowledge of financial services practices is helpful
· Some troubleshooting experience preferred
Learn more and apply here: https://go.unl.edu/9h56