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.
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
- 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
EXPERIENCE AND KNOWLEDGE:
- 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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