Application Support Analyst

Overview

Application Support Analyst role at Q2. The job is part of our Centrix Operations Team in our Lincoln Development and Operations Center. This role handles inbound calls from external customers seeking technical support for the Q2 Centrix software solution. It is a technical support role that requires mid-sized application troubleshooting and a customer-centric personality. Qualified candidates have experience with phone-based application support, strong communication and organization skills, and 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 Operations Management as needed
• Work closely with employees in other functions, such as implementations and development
• Ensure that all security, availability, confidentiality and privacy policies and controls are adhered to

Qualifications

Health & Wellness

Our Culture & Commitment

We're proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized. Our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being. Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program. We believe in making an impact—in the industry and in the community. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.

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