Associate Data Services Support

As passionate about our people as we are about our mission.
What We're All About :
Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.
What Makes Q2 Special?
Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our "Circle of Awesomeness" award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. 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.
Q2 Software is seeking a n Associate Data Services Support individual based out of Bangalore , India that is responsible for monitoring of key services up-time, 3rd party data integration, and processing of online banking transaction history. You will be exposed to a highly customizable product that is configured and engineered differently for each customer to produce like results. You must be exceptionally detail-oriented and an energetic self-starter who can work independently and, in a group setting to succeed in this role.
RESPONSIBILITIES:

• Troubleshoot complex client applications, integrations and environment issues escalated from Tier 1 support
• Troubleshoot and resolve customer problems of a complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or modifications in database tables
• Manage an individual open case queue while monitoring the team queue
• Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Exercises solid judgement in selecting methods and techniques for obtain solutions.
• Leverages relationships with senior internal and external personnel to resolve issues and provide outstanding customer support.
• Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines
• Often make data or configuration edits in a production environment, requiring extreme care and attention to detail
• Use available tools, procedures, instructions, and documents to resolve technical problems
• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

EXPERIENCE AND KNOWLEDGE:

• Typically requires a Bachelor's degree in (relevant degree) or equivalent experience and may require up to 2 years of related experience
• Bachelor's degree or equivalent
• Intermediate knowledge of SQL required , p revious experience/exposure with Python required
• Ability to learn new languages (read and interpret), including Linux or other languages as needed . Should be proficient working in a Salesforce CRM as a User

• Strong troubleshooting knowledge and approach, reaching resolution by evaluating symptoms and choosing courses of action within define processes.
• Has a solid understanding of the import process
• Must have the ability to work on multiple cases, prioritize, and resolve issues in a timely manner within a high-pressure environment
• Innate desire to find the root causes of technical issues, while balancing business needs to identify , support, and solve customer needs
• Excellent documentation, analytical, and problem-solving skills and organizational skills
• A focus on customer satisfaction, demonstrating initiative, self-motivation, and a keen attention to detail needed
• Must maintain excellent customer service and professionalism in all customer interactions to include thorough and consistent follow-through
• Knowledge of banking practices and Salesforce is a must
• Working the US business hours PST (India night-time is a must-ask)

This position requires fluent written and oral communication in English.
Health & Wellness

• 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"

Click here to find out more about the benefits we offer.
How We Give Back to the Community:
You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page . Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute , and The Trevor Project , promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF , and Homes for our Troops , a group helping veterans rebuild their lives with specially adapted homes.
At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.