Application Support Analyst 1

BlackLine; Reforma; Hybrid; MXN 240,000 - 420,000; Full time

Benefits offered by this job

Meal vouchers

Private medical insurance

Dental and vision plans

Life insurance

Free daily meals

Job summary

BlackLine is hiring an Application Support Analyst in Mexico City for a hybrid role (3 days in-office, 2 days from home) at our Reforma offices. You will handle incoming customer inquiries, troubleshoot with resources, and escalate when needed to Senior Application Support Analyst Services.

The position includes meal vouchers and a comprehensive benefits package. You will collaborate with customers and technical staff to resolve issues with software applications, analyze data for projects, and

Qualifications

• Professional working proficiency in English (written and verbal).
• Ability to analyze a problem and direct appropriate course of action.
• 2+ years prior experience in a customer/tech support position, accounting, financial, or banking experience is a plus.

Responsibilities

• 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.

Skills

English proficiency

Analytical thinking

Customer service orientation

Problem-solving

Team player

Tools

APIs

MS Office

Ticket management systems

Web-based applications

Browser issue resolution

Job description

Make Your Mark:

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.

You'll Get To:

• 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.

What You'll Bring:

• 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.

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiners' continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.

BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.

Accommodations:

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.