Q2 is hiring for Software Engineer

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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

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