Application Support Specialist

This position is a second level technical support role that requires mid-sized application troubleshooting and support as well as a customer centric personality. Essential background in

Windows Server 2003/2008, IIS, Networking and SQL 2008 in addition to communication, organizational skills and attention
to detail.

 

 

 

 

Responsibilities

  • Regularly troubleshoots complex client application, integration and environment issues escalated from Tier 1 support. Troubleshoot/Resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in systems operation in a networked environment.

  • Modifies software as necessary including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment, requiring extreme care and attention to detail. Construction and scheduling of automated processes and creation of custom processing scripts.

  • Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system. Regularly updates customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines. Develop and maintain effective relationships with customers.

  • Manage an individual open case queue, while monitoring the team escalation queue. Regularly receives escalated cases from management, and must prioritize accordingly.

  • Regularly document and report product/application defects to Development team, and escalates unresolved problems to the appropriate resources in accordance with published guidelines.

  • Establish relationships with other partner teams that impact technical support. (e.g. tool teams, third level team, QA, Development)

  • Follow internal change control process to implement any required product modifications.

  • Participate in rotating 24x7 “on call” support coverage for escalated issues.

  • Provide technical support training and guidance to customers and other team members. Including feedback to the first line agents to enhance performance & behavior, and coaching team members to help meet their performance goals and achieve results through mentoring. Assist in conducting technical assessments, as well as creating and delivering refresher training sessions.

  • Contribute to a knowledge/FAQ database for supported software.

  • Perform other duties and responsibilities as assigned.

 

 

 

  

Qualifications

  • Excellent documentation, analytical, and problem-solving skills and organizational skills required.
    Willing customer satisfaction personality required, demonstrating initiative, self motivation, and a keen attention to detail.

  • Database knowledge with MS SQL 2005 or 2008 experience required.
    Server and component experience with Windows Server 2003, 2008 IIS configuration, and Service management required. Experience with Python and .net programming a plus.

  • Enterprise/mid-sized software support or delivery experience preferred.
    Understanding of remote tools and networking required.

  • Ability to remain patient and discuss technical concepts with non-technical customers, and deal with ambiguity, tight timelines and demanding constraints.

  • Ability to work on multiple assignments, prioritize, and resolves issues in a timely manner within a high-pressure environment.

  • Expert in Q2 interconnectivity and troubleshooting of software components.

  • Innate desire to find the root cause of technical issues, while balancing business needs to identify, support, and solve customer needs
    Knowledge of banking practices is helpful.

 
 

  

 

  Apply for this job by submitting your resume online       Referred by a Q2 employee               Submit Resume     

 


	
 
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Thank you for your interest in Q2. Please provide us with a little information so we can put you in contact with the right representative.

13785 Research Blvd, Suite 150
Austin, TX 78750

(512) 275-0072
 

For Q2 Customer Support, please call 512-275-0072 and select Option 1.

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