Job Details: Technical Support Engineer - SQL Reporting and Client Support

As our Technical Support Engineer (TSE) based in Austin, TX you will work within the support group managing daily calls/issues from banks and credit unions. You will create cases from customer calls and emails and then work them to closure to the customers satisfaction. For the candidate with an engaging personality coupled with a propensity towards technology, this is the ideal opportunity for you to showcase your talents.

Q2 Software, Inc., a CBG Holdings company, is a privately-owned and bank-owned provider of electronic banking software and services for financial institutions focused on delivering leading-edge technology and unmatched customer service. Their online banking, voice banking and web content solutions can be hosted either at the financial institution or in the Q2 data center and operate on an easily-supported Microsoft®-based platform. Unique “on demand” feature access within a single, packaged application enables Q2 financial institutions to configure products and services to meet the varied needs of their customers. Q2's product development strategy is to empower their customers to compete with the national banks by providing a platform that will allow for rapid feature enhancements as market conditions change.

Responsibilities:

• Troubleshoot/resolve customer problems of various complexities such as code defects, product configurations (files or data), networking, platform,
  third party communications, hardware configuration or other issues commonly encountered in systems operation in a networked environment.
• Thoroughly document all research/conversations utilizing a case tracking system. Regularly updates customer of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines.
• Manage an individual open case queue, while being assigned new cases on a daily basis. May receive escalated cases from customers or management, and must prioritize accordingly.
• Document and report product/application defects to Development team.
• Escalate unresolved problems to the appropriate resources and
  departments in accordance with published guidelines.
• Develop and maintain effective relationships with customers.
• Follow internal change control process to implement any required
  production modifications.
• Assist with testing emergency product fixes received from Product
  Development, as needed.
• May make data repairs in a production environment, requiring extreme
  care and attention to detail.
• Participate in rotating 24x7 “on call” support coverage for all issues.
• May be required to train customers on product functionality as needed.
• Communicate customer status, concerns, and issues to the Support Management as needed.
• Ability to understand and follow certain metrics guided procedures. Some individual metrics monitored on a monthly basis, including case closure volume, initial technical response, same day/week closure, and customer satisfaction ratings (survey response rate, excellent/good case ratings).

Required Skills/Knowledge:

• MS SQL skills, as well as a good understanding of database design are a must-have.
• Strong problem solving skills.
• Strong verbal/written communication skills.
• Basic Hardware configuration and Network troubleshooting skills - Windows OS, MS SQL 2005, IIS.
• Ability to work with others as a team in a fast paced environment.
• Positive and energetic phone and listening skills.
• Ability to remain patient with non-technical banking clients.
• Familiarity with Microsoft CRM is helpful but not required.
• Knowledge of banking practices is helpful but not required.
• Previous Customer Service or banking experience is helpful but not required.