The Application Support Analyst position is responsible for handling any incoming customer support inquiries, performing troubleshooting using various resources, and if needed, elevates issue to Senior Application Support Analyst Services.
Coordinate with customer to determine functional requirements and determine technical solutions.
Analyze data in support of proposed projects, business cases, and system requirements.
Coordinate with customers and/or technical staff to resolve issues with software applications.
Use accepted project management, application development and documentation standards and processes.
Test, implement, document and maintain software applications.
Work as a member of a team and provide support for applications.
Use formalized development methodology to assure that risks to security and business process integrity are identified and mitigated.
Gather the customer's information and determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.
Identify what the customer is trying to accomplish.
Use available knowledge & resources to provide possible solutions.
Document client issue and process of resolution.
Handle incoming support inquiries.
This is a hybrid role (3 days in-office, 2 days working from home) in our centrally located offices in Reforma, free daily meals, snacks and other perks provided!
Our competitive compensation plan includes meal vouchers, private medical insurance coverage, dental and vision plans, life insurance.
BlackLine is committed to creating an inclusive and accessible experience for all candidates. If you require a reasonable accommodation that would better enable your success during the application or interview process, please complete this form.
Professional working proficiency in English (written and verbal)
Ability to analyze a problem and direct appropriate course of action
Previous experience with Web-based applications and related technical knowledge, APIs, MS Office, Ticket Management Systems, resolution of browser issues, etc., is a plus.
Professional attitude and desire to answer customer inquiries and resolve issues with patience and understanding; must be service-oriented
2+ years prior experience in a customer/tech support position, accounting, financial, or banking experience is a plus.
BlackLine recognizes that the ways we work and the workplace itself has shifted. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.