Application Support Analyst- Helix

Position Overview

Q2 is seeking an Application Support Analyst to manage inbound calls from external customers who require technical support for the Q2 Solution. In this role, you will troubleshoot and resolve customer issues, document interactions carefully, and work in a dynamic, high-paced environment. You will contribute to Q2’s mission of strengthening financial institutions while working alongside diverse teams and supporting community-focused initiatives.

Key Responsibilities

• Provide first-line telephone technical support for the Q2 Solution.
• Troubleshoot and resolve basic customer problems using available tools and procedures.
• Answer calls in a high-paced setting and accurately record case details including customer comments and case priority.
• De-escalate customer concerns, document all interactions in the case tracking system, and provide regular updates.
• Manage an individual open case queue while handling new cases, and escalate unresolved issues as needed.
• Follow internal change control processes and assist with emergency product fixes when required.
• Participate in rotating 24x7 “on call” support coverage and collaborate with other teams such as implementations and development.

Required Qualifications

• Bachelor’s degree and a minimum of 2 years of related experience, or an advanced degree without experience; or equivalent work experience.
• At least one year of previous phone technical support experience.
• Understanding of remote tools and basic networking.
• Excellent communication and organizational skills with the ability to quickly learn new technologies.
• Fluent written and oral communication in English.
• Applicants must be authorized to work in the U.S.; sponsorship is not available.

Preferred Qualifications

• Previous enterprise/mid-sized software support or delivery experience preferred.
• Previous customer service experience is advantageous.
• Knowledge of banking practices and prior troubleshooting experience is helpful.

Benefits & Perks

• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – “You Earned it”