Application Support Analyst

Overview

Q2 is seeking an Application Support Analyst to provide mid-level technical support to external customers using the Q2 Solution, responding to inbound calls, resolving application issues, and documenting technical cases.

What you'll do

• Respond to inbound technical support calls for the Q2 Solution
• Troubleshoot and resolve customer issues using documented tools and procedures
• Accurately log all customer interactions, categorizing cases and capturing complete problem descriptions
• Establish case priority and update customers throughout the resolution process
• Provide clear, step-by-step guidance and "how-to" assistance for product usage
• Handle a high volume of cases efficiently while maintaining quality and professionalism
• Own and manage an open case queue; prioritize escalated issues appropriately
• Escalate unresolved issues to appropriate internal teams per established guidelines
• Collaborate with development, implementation, and QA teams to resolve complex cases
• Make data or configuration changes in production environments with high attention to detail
• Test emergency product fixes or updates from the Product Development team when needed
• Follow internal change control procedures for implementing product modifications
• Ensure all activities comply with company policies regarding security, confidentiality, and availability
• Participate in rotating 24x7 on-call support coverage
• Communicate key customer concerns and trends to Operations Management
• Develop strong relationships with customers, promoting a high standard of service and professionalism

What you'll need

• Bachelor's degree in a relevant field or equivalent work experience
• 2–4 years of technical phone support experience or an advanced degree with relevant exposure
• Familiarity with Windows OS and Windows Server troubleshooting
• Basic understanding of SQL and ability to navigate relational databases
• Knowledge of remote support tools and basic networking principles
• Strong verbal and written communication skills
• Highly organized with excellent attention to detail
• Ability to learn and adapt to new technologies quickly
• Fluent written and oral communication in English

Nice to have

• Experience supporting enterprise or mid-sized software applications
• Customer service experience; must provide respectful, solution-oriented assistance
• Troubleshooting experience and banking domain knowledge

Details

• Location: Bangalore, India
• Participation in rotating 24x7 on-call support coverage