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Data Services Support Specialist at Q2 Software, Inc. (Austin, TX)

Q2 is seeking a Data Services Support Specialist who will be responsible to monitor key services up-time, 3rd party data integration, and processing of online banking transaction history.  This individual will be exposed to a highly customizable product that is configured and engineered differently for each customer to produce like results, and must be exceptionally detail-oriented and an energetic self-starter who can work independently and in a group setting to succeed in this role.


  • 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

  • Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines

  • 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


  • Must have 3 years of related work experience

  • Intermediate knowledge of T-SQL required

  • Previous experience with Python, PowerShell desirable

  • Ability to learn new languages (read and interpret), including SQL queries and python, or other languages as needed

  • Must have solid troubleshooting skills and resolve most issues with minimal to moderate effort

  • 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

  • Ability to quickly learn new technologies and programs

  • 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 helpful

  • Expert in Q2 inter-connectivity and troubleshooting of software components

by via developer jobs - Stack Overflow

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