RESPONSIBILITIES • Provide first-line telephone technical support for Q2 Solution • Troubleshoot and resolve basic customer problems in a timely manner • Accurately record, categorize, and document all customer interactions using a case tracking system • Establish case priorities and provide regular updates on open issues • De-escalate customer concerns and manage expectations • Use available tools, procedures, and documentation to resolve technical problems • Provide step-by-step guidance and “how-to” assistance to customers • Manage individual open case queue and handle new assignments daily • Escalate unresolved issues to appropriate teams per guidelines • Perform data or configuration changes in production environments with high attention to detail • Test emergency product fixes from the development team when required • Follow internal change control procedures for product modifications • Ensure compliance with security, availability, confidentiality, and privacy policies • Collaborate with internal teams (implementation, development, etc.) • Communicate key customer issues to Operations Management as needed • Participate in 24x7 rotational shifts and “on-call” coverage EXPERIENCE AND KNOWLEDGE • Bachelor’s degree in a relevant field or equivalent experience (0–2 years); advanced degree holders may apply with no experience • Intermediate SQL skills required • Understanding of remote support tools and basic networking concepts • Previous experience in software support or delivery (enterprise/mid-sized preferred) • Strong verbal and written communication skills • Excellent organizational skills and attention to detail • Ability to quickly learn new software and technologies • Customer service experience preferred; must demonstrate a respectful and helpful approach • Troubleshooting experience is a plus • Knowledge of banking practices is helpful. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.